Senior Technical Support Engineer

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth 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 non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional 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 Technical Support to customers and partners

• Provide technical services include writing scripts troubleshooting and best practices to customers

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

• Provide fault isolation and root cause analysis for technical issues

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

• Review of technical documentation for training materials technical marketing collateral manuals troubleshooting guides etc.

• Provide configurations troubleshooting and best practices to customers.

• Work with our Engineering team and influence the operability of the product.

• Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

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

• Provide support that includes mandatory weekend holiday shift work and on-call support.  Support includes a blend of as-needed and rotational coverage which is subject to change.  

Qualifications :

Your Experience 

• 5 years of relevant support experience

• Required experience with supporting EndPoint software products.

• Required strong experience with Windows OS Linux OS and macOS based applications (Installation troubleshooting Debugging).

• Experience with Android OS iOS based applications (Installation troubleshooting Debugging).

• Strong experience with MS environment (GPO Active Directory).

• Experience with EndPoint security software is a plus (Antivirus IDS/IPS DLP).

• Knowledge of SIEM vulnerability management tools and firewalls.

• Experience understanding malware exploits operating system structure and behavior.

• Experience with batch scripting and Python is a plus

• Strong ability to independently troubleshoot reproduce issues and identify feasible workarounds in broad complex and unique environments with mixed applications and protocols required.

• Knowledge of Cloud infrastructure a plus

• Knowledge of VDI (VMWare Horizon Citrix XenApp and XenDesktop) is a plus

• BS/MS or equivalent experience required.

Additional Information :

The Team

Our technical support team is critical 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 evolves. As threats and technology change 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.

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 :

Yes

Employment Type :

Full-time