Senior Technical Support Specialist, Network Security

7 days ago

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

Company Overview

Palo Alto Networks is a leading provider of cybersecurity solutions, dedicated to protecting our digital way of life. Our mission is to be the cybersecurity partner of choice, and we're committed to delivering innovative solutions that meet the evolving needs of our customers.

Job Summary

We're seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical support to our customers, troubleshooting complex issues, and collaborating with cross-functional teams to deliver exceptional customer experiences.

Key Responsibilities

  • Provide technical support to customers via phone, email, and chat, resolving complex technical issues and escalating issues to senior engineers as needed.
  • Collaborate with cross-functional teams, including sales, marketing, and product development, to deliver exceptional customer experiences.
  • Develop and maintain technical documentation, including knowledge base articles and technical guides.
  • Participate in technical discussions with customers, providing expert-level technical guidance and support.
  • Stay up-to-date with the latest technology trends and advancements, applying this knowledge to improve customer support and product development.

Requirements

  • 3+ years of experience in technical support, preferably in a cybersecurity or network security environment.
  • Strong technical knowledge of virtualization hypervisors, including VMware ESX/ESXi, KVM/Qemu, Citrix, XenServer, and Microsoft Hyper-V.
  • Experience with cloud security platforms, including AWS, Azure, GCP, and OCI.
  • Knowledge of networking protocols, including TCP/IP, Ethernet, VLAN, OSPF, and BGP.
  • Strong analytical and problem-solving skills, with the ability to work independently and as part of a team.
  • Excellent communication and interpersonal skills, with the ability to work with customers and internal stakeholders at all levels.

What We Offer

Palo Alto Networks is committed to providing a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer opportunities for professional growth and development, including training and certification programs.

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