Technical Support Specialist
1 day ago
Job Summary:
Palo Alto Networks is seeking a skilled Technical Support Engineer to join our team. The successful candidate will provide post-sales technical support to our customers via phone, email, and web.
Key Responsibilities:
- Provide technical support to customers and partners
- Offer configurations, troubleshooting, and best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
- Conduct 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, manuals, and troubleshooting guides
- Travel to customer sites to expedite resolution
- Provide on-call support 24x7 on an as needed basis
Requirements:
- 5+ years of related experience
- Excellent written and verbal communication skills
- Required experience with TCP/IP
- Strong experience in Routing & Switching (OSPF / BGP / VLAN / STP)
- Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products
- Experience with Authentication Protocols (Radius / TACACS)
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
- BS/MS or equivalent experience
- U.S. citizenship required due to government requirements
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