Technical Support Engineer

1 week ago

Plano, Texas, United States Palo Alto Networks Full time
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 their environments are secure and running smoothly.

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.
  • Provide on-call support 24x7 on an as-needed basis
Requirements
  • Effective communication skills to interact with all levels and stakeholders
  • Strong analytical and problem-solving skills, self-motivated, and detail-oriented
  • Ability to work independently and as a team player
  • Good understanding of networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
  • Experience with security protocols (IPSEC / SSL-VPN / NAT / GRE)
  • Good understanding of Unix/Linux and Windows operating systems
  • Knowledge of one or more virtualization hypervisors (VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V)
  • Demonstrable basic knowledge of AWS and Microsoft Azure installation, configuration, and administration of security features and services
  • Knowledge of deploying firewalls in one or more Public cloud infrastructures (AWS, Azure, GCP, OCI, and Alibaba)
  • Understanding of Next-generation Firewall devices (Palo Alto Networks, Cisco, Checkpoint, Juniper, Fortinet, Crowdstrike, Zscaler, etc.)
What We Offer

We offer a competitive compensation package, including a starting base salary of $152,000 per year, restricted stock units, and a bonus. Our employee benefits include a FLEXBenefits wellbeing spending account, mental and financial health resources, and personalized learning opportunities.

Our Commitment

We are committed to providing reasonable accommodations for all qualified individuals with a disability. We celebrate diversity in our workplace and are an equal opportunity employer. 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.

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