Technical Support Specialist

1 day ago


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

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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