Senior Technical Support Specialist

3 weeks ago

Plano, Texas, United States Palo Alto Networks Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Engineer to join our team at Palo Alto Networks. As a Technical Support Engineer, you will be responsible for providing top-notch technical support to our valued customers, addressing their complex post-sales concerns, and ensuring their security posture is continuously improved.

Key Responsibilities
  • Provide White Glove Technical Support to top-tier customers
  • Provide tailored troubleshooting, configuration guidance, and best practices
  • Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups with thorough documentation of all the troubleshooting steps in the ticketing system
  • Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams
  • Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
  • Be the subject matter expert on core technologies of the Palo Alto Networks product line
  • Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
  • File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
  • Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
  • Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
Requirements
  • Minimum of seven years of professional experience
  • Advanced troubleshooting and debugging knowledge on LAN/WAN Technologies (TCP, UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic NAT, and PAT)Remote Access VPN solutions, IPSEC, PKI & SSLRouting protocols ( BGP, OSPF, EIGRP)Authentication Protocols (LDAP, RADIUS, TACACS+, certificates, tokens, CAC cards etc)Virtualization experience (AWS, Azure, VMWare, OpenStack)
  • Experience working with Firewall Central Management Systems
  • Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
  • Experience in Zero Trust Network Access solutions - AnyConnect, FortiClient, Cloudflare Access, Citrix Gateway, Zscaler Private Access, Cato SASE Cloud, Appgate SDP, Palo Alto Prisma Access
  • Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Cisco Firepower, Checkpoint Firewalls, and Intrusion Detection/ Intrusion Prevention Systems
  • Willing to work flexible and varying shift times including weekends and evenings
  • Excellent written and verbal communication skills
About Us

Palo Alto Networks is a leader in the cybersecurity industry, and we are committed to providing our customers with the best possible support. Our team is dedicated to ensuring that our customers have a positive experience with our products and services.

We are an equal opportunity employer and celebrate diversity in our workplace. 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.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $108,400/yr to $175,350/yr. A description of our employee benefits may be found here.

Is role eligible for Immigration Sponsorship?: Yes

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