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Sr. Technical Support Engineer
1 month ago
We are seeking a highly skilled Sr. Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our technical support team, you will play a critical role in providing exceptional support to our customers and partners.
Key Responsibilities- Provide technical support to customers and partners via phone, email, and chat
- Configure, troubleshoot, and provide best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Perform 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.
- Travel to customer sites in the event of a critical situation to expedite resolution as required
- Provide on-call support 24x7 on an as-needed basis
- Ability to effectively communicate complex technical issues to all levels and stakeholders
- 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
- 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
- Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
- Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
- Good understanding with Security Protocols (IPSEC / SSL-VPN / NAT)
- Good understanding of Unix/Linux and Windows operating systems
- Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus
- Knowledge of traffic generation tools and scripting languages is a plus
Palo Alto Networks is 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.
We're problem solvers that take risks and challenge cybersecurity's status quo. We can't 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 https://www.paloaltonetworks.com/company/contact-us/.
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.
