Sr. Technical Support Engineer, Platinum

Job Summary

As a Sr. Technical Support Engineer for our Platinum customers you will be a critical thinker who provides advanced post-sales support for complex issues requiring in-depth evaluation. You will serve as a key technical contact adept at detailing difficult issues to both technical and non-technical professionals. This role is dedicated to customers who manage mission-critical infrastructures and require guaranteed response times and enhanced services offering a truly differentiated level of support.

Key Responsibilities

• Provide advanced post-sales technical support including configuration troubleshooting and best practices to Platinum customers.
• Meet and exceed enhanced response time SLAs for customers managing mission-critical systems.
• Manage and own support cases from recording and tracking through to timely resolution and follow-up ensuring a positive customer experience.
• Apply expert fault isolation and root cause analysis skills to diagnose and resolve complex technical issues in customer environments.
• Proactively collaborate and exchange information with Engineering and ETAC teams to resolve customer issues and accomplish shared objectives.
• Reproduce customer issues in a lab environment to qualify bugs and drive them to resolution with development teams.
• Contribute to the knowledge base by publishing Technical Support Bulletins and other user documentation.
• 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 :

Required Qualifications

• Bachelors degree in a relevant field equivalent military experience or equivalent practical experience.
• 5 years of experience in a technical support role preferably in network security.
• Demonstrable experience with TCP/IP and the ability to independently debug broad complex networks.
• In-depth experience with routing and switching protocols (e.g. OSPF BGP VLANs).
• Strong experience with security technologies such as IPSEC SSL-VPN NAT and GRE.

Preferred Qualifications

• Experience with authentication protocols (e.g. LDAP SAML RADIUS TACACS).
• Knowledge of virtualization (VM) and multi-cloud environments (AWS Azure GCP).
• Advanced industry certifications such as CCNP CCIE JNCIP JNCIE or PCNSE.
• Experience with competitor products from vendors like Cisco Checkpoint Juniper Fortinet or Zscaler.

Additional Information :

The Team

Customer Support - Our Customer 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 fixing 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 on providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $103400 - $167200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.

Is role eligible for Immigration Sponsorship: Yes

Remote Work :

No

Employment Type :

Full-time