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Senior Technical Support Engineer, VM-Series

2 months ago

Santa Clara, California, United States Palo Alto Networks Full time
Job Description

Palo Alto Networks is seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical support to our valued customers, addressing their complex post-sales concerns, and working closely with our multi-functional teams to create a transparent and collaborative environment.

Your Key Responsibilities:

  • Provide technical support to customers and partners, including configurations, troubleshooting, and best practices.
  • 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 technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Provide on-call support 24x7 on an as-needed basis.

Requirements:

  • Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.
  • Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture.
  • Ability to work independently, as well as contribute as a team player.
  • Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP).
  • Experience with Security Protocols (IPSEC / SSL-VPN / NAT / GRE).
  • Good understanding of Unix/Linux and Windows operating systems.
  • Knowledge of one or more virtualization hypervisors - VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V.
  • Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices.
  • Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI).
  • Knowledge of deploying firewalls in one or more Public cloud infrastructures - AWS, Azure, GCP, OCI and Alibaba.
  • Understanding the working of any one of the Next generation Firewall devices (Palo Alto Networks Cisco, Checkpoint, Juniper (Netscreen), Fortinet, Crowdstrike, Zscaler etc.).
  • Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus.
  • Working knowledge of Next-Generation Firewall (NGFW) delivered as a cloud-native service is a plus.
  • Knowledge of traffic generation tools and scripting languages is a plus.
  • Previous experience supporting Palo Alto Networks Products is a plus.

About Us:

Palo Alto Networks is a cybersecurity company that provides innovative solutions to protect our digital way of life. 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 [insert contact information].

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