Lead Technical Support Specialist

2 weeks ago

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

Company Overview

Palo Alto Networks is dedicated to being the cybersecurity partner of choice, safeguarding our digital lifestyle. Our vision is to create a world that is increasingly secure and safe each day. We are built on the foundation of innovation and disruption, seeking individuals who are committed to shaping the future of cybersecurity.

Work Environment

We prioritize flexibility and choice in our work culture. Our approach recognizes that employees have unique needs and preferences. We encourage personalization, allowing our team members to select what works best for them, whether it pertains to wellbeing support, professional growth, or other aspects of their work life.

At Palo Alto Networks, we value collaboration and in-person interactions. Our employees typically work from the office three days a week, reserving two days for remote work, which fosters effective communication, problem-solving, and relationship-building. Our goal is to cultivate an environment where innovation flourishes, with teams collaborating in person to achieve shared success.

Your Role

As a Senior Technical Support Engineer, you will engage directly with our esteemed customers to resolve their intricate post-sales challenges. This role requires a thorough analysis of various factors to deliver effective solutions. You will leverage your critical thinking skills to navigate complex technical issues and communicate effectively with both technical and non-technical stakeholders.

In the Focused Services division, you will act as a dedicated customer advocate, providing personalized support that includes tailored troubleshooting, weekly assessments, root cause analysis for critical incidents, and strategic planning for upgrades. You will develop a deep understanding of your clients' implementations and business objectives to drive best practices and enhance their security posture.

Your contributions will include:

  • Delivering exceptional technical support to high-profile clients
  • Offering customized troubleshooting and configuration guidance
  • Managing support cases to ensure accurate tracking and resolution
  • Conducting multi-vendor troubleshooting to enhance customer experiences
  • Utilizing fault isolation and root cause analysis for post-sales support
  • Becoming a subject matter expert on Palo Alto Networks' core technologies
  • Identifying product defects through lab replication and testing
  • Collaborating with engineering and quality assurance teams to enhance product quality
  • Facilitating the onboarding process for new technical staff
  • Creating technical documentation and support bulletins for internal and external use
  • Traveling to client sites when necessary to expedite issue resolution
Qualifications

Your Background

The ideal candidate will possess:

  • A minimum of seven years of relevant professional experience
  • Advanced knowledge in troubleshooting and debugging, including:
    • LAN/WAN technologies
    • Remote Access VPN solutions
    • Routing protocols
    • Authentication protocols
    • Virtualization technologies
  • Experience with Firewall Central Management Systems
  • Familiarity with Windows and MAC OS environments
  • Exposure to Zero Trust Network Access solutions
  • Experience with various security appliances and systems
  • Strong communication skills, both written and verbal
Team Dynamics

Our technical support team plays a vital role in our mission. You will support clients post-purchase, ensuring their success as they navigate evolving threats and technologies. Your work will involve implementing new products, addressing critical issues, and enhancing integrations to provide unparalleled customer support.

Commitment to Diversity

Palo Alto Networks is an equal opportunity employer, celebrating diversity and ensuring all qualified applicants receive consideration for employment without regard to various protected characteristics. We are committed to providing reasonable accommodations for individuals with disabilities.

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