Senior Support Engineer

2 weeks ago

Santa Clara, California, United States Palo Alto Networks Full time
Job Overview

Company Overview

Palo Alto Networks is dedicated to our mission of being the cybersecurity partner of choice, safeguarding our digital existence.

Our Vision

We envision a world where each day is more secure than the last. Our foundation is built on challenging norms and seeking innovators who are committed to shaping the future of cybersecurity.

Work Philosophy

We prioritize personalization and choice in our employee programs, recognizing that each individual has unique needs. We provide our employees with the flexibility to choose what works best for them, from wellness support to professional development.

At Palo Alto Networks, we value collaboration and in-person interactions, which is why our teams generally work from the office with some flexibility. This environment fosters casual discussions, problem-solving, and building trusted relationships. Our aim is to cultivate an innovative atmosphere where teams collaborate to develop the best cybersecurity solutions.

Your Role

This position operates on a swing shift schedule, Monday through Friday, from 12 PM to 9 PM PT.

In this role, you will engage directly with our esteemed customers to resolve their intricate post-sales inquiries, necessitating a thorough analysis of various factors. Your critical thinking skills will be essential in understanding the methods and techniques required to achieve effective results. You will have the opportunity to network with key contacts beyond your immediate expertise, articulating complex technical issues to both technical and non-technical audiences.

Regular participation in technical discussions with cross-functional teams will be expected, fostering transparency that leads to improved products and environments. Your quick decision-making and support will be vital in providing timely assistance to our clients, ensuring their environments remain secure, often in high-pressure situations.

Your Contributions
  • Deliver technical support to customers, partners, and Palo Alto Networks Tier 2 engineers via phone, email, and in-person interactions.
  • Collaborate directly with Engineering teams to resolve customer issues.
  • Maintain a comprehensive understanding of software release cycles and bug resolutions.
  • Identify root causes of product defects and replicate customer issues in a controlled environment.
  • Address complex challenges requiring in-depth analysis and exercise judgment in selecting appropriate methods for resolution.
  • Engage with key contacts outside your area of expertise and actively participate in technical discussions with diverse teams.
  • Contribute to the creation of Technical Support Bulletins and provide technical content reviews for Knowledge Base documentation.
  • Manage technical escalations and oversee complex cases.
  • Conduct troubleshooting across multiple vendor platforms.
  • Develop expertise in a specific area, gaining visibility across the organization.
  • Offer coaching and mentorship to Tier 2 engineers.
Your Qualifications
  • A minimum of 5 years of relevant experience in a similar role.
  • Ability to communicate effectively with all levels of stakeholders regarding complex technical issues.
  • In-depth knowledge of networking concepts and experience with various networking devices, including routers, switches, and firewalls.
  • Familiarity with vendors such as Cisco, Checkpoint, Juniper, and Fortinet is advantageous.
  • Expertise in routing and switching protocols (e.g., OSPF, BGP, VLAN).
  • Strong background in security protocols (e.g., IPSEC, SSL-VPN).
  • Experience with authentication protocols is a plus.
  • Proven ability to independently debug complex networks with mixed media and protocols.
  • Industry certifications are a plus.
  • Ability to work autonomously as well as collaboratively within a team.
The Team

Our technical support team plays a crucial role in our success. You will enable customer success by providing ongoing support after product purchase. Our commitment to our customers extends beyond the sale, adapting to their evolving needs. Our team is responsible for implementing new products, transitioning from legacy systems, and addressing critical issues as they arise.

We are a rapidly growing organization, driven by our talented individuals and innovative products. We are on the front lines against cyber threats, ensuring the security of everyday digital transactions.

Our Commitment

We are innovators who dream big, take risks, and challenge the status quo in cybersecurity. Our mission cannot be achieved without diverse teams working together.

Palo Alto Networks is an equal opportunity employer, celebrating diversity in our workplace. All qualified applicants will receive consideration for employment without regard to any legally protected characteristics.

All information will be kept confidential according to EEO guidelines.

This role is eligible for immigration sponsorship.

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