Senior Technical Support Engineer Focused Services Security Clearance Eligibility Required

Your Career

You will work firsthand with our valued customers to address their complex postsales concerns where analysis of situations or data requires an indepth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both nontechnical and technical professionals.

You will regularly participate in technical discussions with multifunctional teams creating an environment of transparency that ultimately leads to better products better working environments and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means youll need to move quickly thoughtfully and provide technical assistance as needed (often in high pressure situations).

Your Impact

• Provide post sales technical support configurations troubleshooting and standard methodologies to customers via phone e-mail and web

• Remote support deployment and knowledge transfer

• Handle support cases to ensure issues are recorded tracked resolved and follow-ups finished in a timely manner

• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues

• Work to reproduce customer issues and qualify critical issues

• Publish Technical Support Bulletins and other user documentation in the Knowledge Base

• Build a positive customer experience by working closely with Development Sales Quality Assurance and Marketing

• Responsible for reviewing user documentation for training materials technical marketing collateral manuals problem solving guides etc.

• Travel may be required to customer sites in the event of a critical situation to expedite resolution

• Work shoulder to shoulder with the Sales and Sales Engineering Teams

Qualifications :

Please note that this role requires eligibility for Security Clearance which includes having spent the last five years in the UK and holding British citizenship. Unfortunately if you do not meet these requirements we will be unable to proceed with your application.  

• 8 years of deep technical knowledge and technical support with a strong customer focus or related experience

• Advanced certifications such as CCIE/JNCIE/ CISSP an advantage

• Excellent written and spoken communication skills strength with establishing relationships

• Ability to independently debug broad complex and unparalleled networks with mixed media and protocols required

• Excellent interpersonal skills and the ability to work well independently and in a team

• Selfdisciplined selfmanaged selfmotivated and strong sense of ownership urgency and drive

• Passionate to learn understand and dissect new technology stack quickly on own

• Strong project management time management and organizational skills

• Strong analytical skills for interpreting business requirements and translating them into technical specifications

• Profound knowledge in networking protocols such as TCP/IP BGP4 (multihoming) OSPF (multiarea) ISIS Multicast VOIP

• Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including VLANs VLAN aggregation

• Experience with security (IPSEC SSLVPN NAT GRE)

• Prior experience in similar vendor Technical Support Centers

• Experience with Authentication Protocols a plus (Radius / TACACS)

• Strong history of deploying maintaining and troubleshooting multivendor (Cisco Checkpoint  Juniper Fortinet) firewall environments PANW firewalls and VMSeries A plus

• Excellent problem solving critical thinking communication and teamwork skills

• Ability to clearly articulate technical issues to both technical and nontechnical audiences and explain their impact on business

Additional Information :

The Team

Our technical support team is essential to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it just evolves. Our technical team provides the behind-the-scenes support to meet our customers needs. As threats and technology evolve we stay in step to accomplish our mission. Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Were a fast-growing immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks protecting every day transactions in the digital environment. It means were good at scaling quickly to new threats get fulfillment from resolving new problems and think about things just plain differently.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time