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Technical Support Engineer

2 months ago

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

Company Overview

Palo Alto Networks is a leading cybersecurity company that provides innovative solutions to protect our digital way of life. Our mission is to be the cybersecurity partner of choice, and we're looking for talented individuals to join our team.

Job Summary

We're seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will work closely with our valued customers to address their complex post-sales concerns. You will be responsible for providing tailored support, troubleshooting, and configuration guidance to ensure our customers' security posture is continuously improved.

Key Responsibilities

  • Provide white-glove technical support to top-tier customers
  • Offer tailored troubleshooting, configuration guidance, and best practices
  • Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups
  • Conduct multi-vendor troubleshooting on complex customer engagements
  • Utilize fault isolation and root cause analysis skills to provide post-sales technical support
  • Be the subject matter expert on core technologies of the Palo Alto Networks product line
  • Identify product defects and file bug reports with the engineering team
  • Develop test plans and best practices with Quality Assurance teams
  • Facilitate the hiring and onboarding process with technical screens and training
  • Author Technical Support Bulletins and technical documentation

Requirements

  • Minimum of seven years of professional experience in cybersecurity or a related field
  • Advanced troubleshooting and debugging knowledge on LAN/WAN Technologies, Remote Access VPN solutions, Routing protocols, and Authentication Protocols
  • Experience working with Firewall Central Management Systems and Virtualization experience (AWS, Azure, VMWare, OpenStack)
  • Experience with Windows and MAC OS is a plus
  • Experience in Zero Trust Network Access solutions and Multi-Vendor Exposure
  • Excellent written and verbal communication skills

What We Offer

Palo Alto Networks is committed to providing a dynamic and inclusive work environment. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.