Technical Support Engineer

3 weeks ago

Plano, Texas, United States Palo Alto Networks Full time
Job Description

About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Palo Alto Networks. As a Technical Support Engineer, you will be responsible for providing technical support to our customers and partners, ensuring that they receive the best possible service and support.

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

Requirements

  • Effective communication skills to 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

About Us

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. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

Our Commitment

We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: 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

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.

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