Sr Technical Support Engineer, Focused Services

Our Mission

At Palo Alto Networks were united by a shared missionto protect our digital way of life. We thrive at the intersection of innovation and impact solving real-world problems with cutting-edge technology and bold thinking. Here everyone has a voice and every idea counts. If youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.

Who We Are

In order to be the cybersecurity partner of choice we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption Collaboration Execution Integrity and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest we invite you to join us!

Job Summary

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Being the cybersecurity partner of choice protecting our digital way of life. We have the vision of a world where each day is safer and more secure than the one before. These arent easy goals to accomplish but were not here for easy. Were here for the better. We are a company built on the foundation of challenging and disrupting the way things are done and were looking for innovators who are as committed to shaping the future of cybersecurity as we are.

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).

Job Description

Your Impact

• Provide Technical Support to customers and partners
• Provide configurations 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.
• Travel to customer sites in the event of a critical situation to expedite resolution as required

Your Experience

• Expertise with Remote Access VPN solutions IPSEC PKI & SSL DNS DHCP TCP/IP Authentication Protocols (LDAP RADIUS etc.)
• Experience working with multi-factor authentication security systems (tokens certificates CAC cards and similar)
• Working knowledge of Security services (IDS/IPS Firewalls etc.)
• Strong ability to independently debug broad complex and unique networks with mixed media and protocols required
• Virtualization experience (AWS Azure VMWare OpenStack)
• Experience working with Firewall Central Management Systems
• Experience with Windows Linux and MAC OS is a plus (Debugging Editing Registries Plist etc.)
• Experience with Cisco Checkpoint Juniper (Netscreen) Fortinet and PAN products a plus
• Experience in supporting Cloudgenix or SD WAN technology is a plus
• Excellent written and verbal communication skills

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 ones 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 on providing the best customer support in the industry.

Our Commitment

Were trailblazers that dream big 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.

Qualifications

Our Commitment

Were trailblazers that dream big 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.