Technical Support Engineer, VM-Series

1 month ago

Plano, Texas, United States Palo Alto Networks Full time
Job Description

At Palo Alto Networks, we're committed to protecting our digital way of life. As a Technical Support Engineer, VM-Series, you'll play a critical role in ensuring our customers' success by providing top-notch support for our VM-Series products.

Your Career

You'll work closely with our valued customers to address their complex post-sales concerns, analyzing situations and data to provide in-depth evaluations. Your strong analytical and problem-solving skills will be essential in understanding the methods, techniques, and evaluation criteria for obtaining results.

Your Impact

  • Provide technical support to customers and partners
  • Offer configurations, troubleshooting, and best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Conduct 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

Qualifications

  • Able to effectively communicate complex technical issues to all levels and stakeholders
  • Strong analytical and problem-solving skills, self-motivated, and detail-oriented with the ability to see the bigger picture
  • Ability to work independently, as well as contribute 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 with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices
  • Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
  • Knowledge of deploying firewalls in one or more Public cloud infrastructures - AWS, Azure, GCP, OCI and Alibaba
  • Understanding the working of any one of the Next generation Firewall devices ( Palo Alto Networks Cisco, Checkpoint, Juniper (Netscreen), Fortinet, Crowdstrike, Zscaler etc.)
  • Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
  • Working knowledge of Next-Generation Firewall (NGFW) delivered as a cloud-native service is a plus
  • Knowledge of traffic generation tools and scripting languages is a plus
  • Previous experience supporting Palo Alto Networks Products is a plus

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