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Technical Support Engineer

2 months 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 top-tier technical support to our valued customers, ensuring their environments are secure and running smoothly.

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 technical support team is critical to our success, and we are seeking a highly skilled Technical Support Engineer to join our team.

We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are. Our dedication to our customers doesn't stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and 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.