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Senior Customer Support Engineer

2 months ago

Chicago, Illinois, United States Palo Alto Networks Full time
Company Overview

Our Vision

At Palo Alto Networks, our journey begins and ends with our core vision:

To be the preferred partner in cybersecurity, safeguarding our digital existence.

We envision a future where each day is more secure than the last. Our foundation is built on challenging norms and redefining standards, and we seek innovators who share our commitment to transforming the landscape of cybersecurity.

Our Work Philosophy

We prioritize flexibility and choice in all our employee programs. We have redefined the conventional approach that assumes uniformity in employee needs and preferences. We offer tailored options, allowing our team members to select what suits them best, from wellness support to professional development and beyond.

At Palo Alto Networks, we value collaboration and in-person engagement. Therefore, our employees typically work from the office three days a week, reserving two days for personal choice and flexibility to work in their most productive environments. This arrangement encourages informal discussions, effective problem-solving, and the establishment of trusted relationships. While specifics may evolve, our aim is to cultivate an environment where innovation flourishes, with teams collaborating in the office three days a week.

Position Overview

Your Role

In this role, you will engage directly with our esteemed clients to resolve their intricate post-sales challenges, where a comprehensive analysis of various factors is essential. You will demonstrate critical thinking skills to understand methodologies, techniques, and evaluation criteria necessary for achieving results. Networking with key contacts beyond your immediate expertise will be a significant aspect of your role, as you adeptly communicate complex technical issues to both technical and non-technical audiences.

As part of Focused Services, you will serve as a dedicated customer advocate, providing customized support, conducting weekly reviews, performing root cause analyses for critical issues, overseeing release reviews, and planning upgrades. You will develop a deep understanding of your clients' implementations and business priorities to proactively promote best practices and enhance their security posture.

You will frequently engage in technical discussions with cross-functional teams, fostering an atmosphere of transparency that leads to improved products, enhanced work environments, and superior cybersecurity. Your ability to think quickly and provide timely support to our clients is crucial in maintaining secure environments, often requiring you to act swiftly and thoughtfully in high-pressure situations.

Your Contributions

  • Deliver technical support to premier clients.
  • Offer tailored troubleshooting, configuration advice, and best practices.
  • Manage support cases to ensure issues are documented, tracked, and resolved with prompt follow-ups and comprehensive documentation in the ticketing system.
  • Conduct multi-vendor troubleshooting for complex customer engagements, enhancing customer experience through collaboration with Account, Sales, and Marketing teams.
  • Utilize fault isolation and root cause analysis to provide post-sales technical support, configuration guidance, troubleshooting, and best practices.
  • Become the subject matter expert on core technologies within the Palo Alto Networks product line.
  • Identify product defects through 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 enhance overall software and hardware quality.
  • Facilitate the hiring and onboarding process through technical assessments, training new hires on both technical and interpersonal skills, and ensuring readiness with process and tools knowledge.
  • Author Technical Support Bulletins and technical documentation for training materials, marketing collateral, manuals, and problem-solving guides.
  • Travel to client locations as necessary to expedite resolution during critical situations.
Qualifications

Your Background

  • Proven ability to independently troubleshoot complex and unique networks with diverse media and protocols.
  • Strong understanding of OSI and TCP/IP networking standards.
  • Experience with Networking Operations, including TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT (Static, Dynamic, and PAT).
  • Proficient in troubleshooting network issues using tools such as Wireshark and GNS3.
  • Familiarity with routing protocols, including OSPF and BGP.
  • Knowledge of VPN technologies such as IPsec, SSL, Site-to-Site VPN, and Remote Access VPN.
  • Understanding of authentication protocols like LDAP, TACACS+, and Radius.
  • Additional skills that are advantageous include:
    • Experience with virtualization platforms (AWS, Azure, VMWare, OpenStack).
    • Proficiency in Windows, MAC OS, and Linux environments (Debugging, Editing Registries, Plist, etc.).
    • Exposure to multi-vendor technologies, including Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/Prevention Systems.
    • A background in Technical Customer Support.
  • Bachelor's degree in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience, or equivalent military experience.
  • Exceptional written and verbal communication skills.
  • Willingness to work outside of standard business hours as needed.
Team Dynamics

The Team

Our technical support team plays a vital role in our success and mission. As a member of this team, you will enable customer success by providing support to clients post-purchase. Our commitment to our customers evolves as threats and technology change, ensuring we remain aligned with our mission.

You will be involved in implementing new products, transitioning from legacy systems to modern solutions, and addressing integrations and critical issues proactively. We focus on identifying and resolving technical challenges, aiming to deliver the highest level of customer support in the industry.

Our Commitment

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

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.

All information will be kept confidential according to EEO guidelines.

The compensation 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 is expected to be between $108,400/yr to $175,350/yr, along with potential restricted stock units and bonuses. A description of our employee benefits is available.

This role is eligible for Immigration Sponsorship.