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Senior Technical Support Engineer

2 months ago

Plano, Texas, United States Palo Alto Networks Full time
Job Title: Senior Technical Support Engineer

We are seeking a highly skilled Senior Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our technical support team, you will be responsible for providing advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure.

Key Responsibilities:
  • Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
  • Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers' organizations
  • Provide tailored troubleshooting, configuration guidance, and best practices
  • Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
  • Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external 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 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 develops 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 7 years of network security experience
  • Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and center architectures
  • Advanced understanding of packet flow across multiple OSI layers
  • Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies
  • Ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • In-depth knowledge of networking operations – TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT – Static, Dynamic, and PAT
  • Proficiency with network troubleshooting tools – Wireshark, GNS3
  • Strong grasp authentication protocols – LDAP, TACACS+, Radius
  • Skilled in engaging executive-level stakeholders with clear technical communication
  • Proven track record of effectively communicating technical concepts to diverse audiences
  • Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates
  • The below skills are a plus
    • Virtualization experience (AWS, Azure, VMWare, OpenStack)
    • Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)
    • Experience with Python or Shell scripting a plus
    • Multi-Vendor Exposure – Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/Intrusion Prevention Systems
  • BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
  • Excellent written and verbal communication skills
  • Willingness to work outside of normal business hours (As business needs dictate)
About Us:

Palo Alto Networks is a leading cybersecurity company that provides innovative solutions to protect our digital way of life. 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 at [insert contact information].

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.