Lead Technical Support Engineer, Premium Tier
2 weeks ago
Company Overview
At Palo Alto Networks, our core mission is to be the trusted cybersecurity partner, safeguarding our digital existence.
We envision a future where every day is more secure than the last. Our organization is built on the principles of innovation and disruption, and we seek individuals who are dedicated to shaping the future of cybersecurity.
Work Philosophy
We prioritize personalization and choice in our employee programs, moving away from the traditional one-size-fits-all approach. Our employees are empowered to select what suits them best, from wellness support to professional development.
We value collaboration and in-person interactions, which is why our teams typically work from the office with some flexibility. This environment encourages spontaneous discussions, problem-solving, and the building of trusted relationships. Our aim is to foster a space where innovation flourishes, with teams collaborating three days a week on top-tier cybersecurity solutions.
Your RoleAs a Platinum Support Engineer, you will engage directly with our esteemed Platinum clients to resolve intricate post-sales issues that necessitate thorough analysis and evaluation of various factors. Your critical thinking skills will be essential in understanding the methods and criteria needed to achieve results. You will have the opportunity to network with key stakeholders outside your immediate area of expertise, effectively communicating complex technical issues to both technical and non-technical audiences.
The clientele opting for our Platinum Service typically manages vital infrastructures and requires guaranteed response times along with enhanced services for their mission-critical systems. Platinum represents the initial step towards delivering a uniquely differentiated level of support, catering to our most prominent and high-profile customers.
Your Contributions- Deliver post-sales technical assistance, configurations, troubleshooting, and best practices to clients via various communication channels.
- Provide expert technical services related to Cloud and Network Security technologies, offering troubleshooting and best practice insights.
- Adhere to enhanced response SLAs for clients utilizing our Platinum Support Offering.
- Manage support cases to ensure issues are documented, tracked, resolved, and followed up in a timely manner.
- Utilize fault isolation and root cause analysis techniques to diagnose and address complex technical challenges.
- Reproduce customer issues and validate critical incidents.
- Collaborate directly with Engineering and ETAC to resolve customer issues.
- Maintain a comprehensive understanding of software release cycles and bug tracking.
- Conduct multi-vendor troubleshooting.
- Engage with the entire organization and Executive Leadership.
- Publish Technical Support Bulletins and other documentation in the Knowledge Base.
- Enhance customer experience by collaborating closely with Development, Sales, Quality Assurance, and Marketing teams.
- Review user documentation for training materials, technical marketing collateral, manuals, and problem-solving guides.
- Provide on-call support as needed.
- Minimum of 5 years of relevant experience.
- Proficient understanding of TCP/IP.
- Ability to independently troubleshoot complex and diverse networks with various media and protocols.
- Extensive experience in routing and switching (OSPF, BGP, VLAN).
- Knowledge of security protocols (IPSEC, SSL-VPN, NAT, GRE).
- Prior experience in vendor Technical Support Centers is preferred.
- Familiarity with Authentication Protocols (LDAP/SAML/Radius/TACACS) is a plus.
- Exceptional written and verbal communication skills.
- Knowledge of VM and multi-cloud environments is advantageous.
- Experience with products from Cisco, Checkpoint, Juniper (NetScreen), Fortinet, and ZScaler is beneficial.
- Advanced certifications such as CCIE/JNCIE/PCNSE are an advantage.
- A Bachelor's degree or equivalent military experience is required.
Our technical support team plays a vital role in our success and mission. By being part of this team, you will facilitate customer success by providing ongoing support after product purchase. Our commitment to customers evolves as threats and technologies change.
You will be involved in the implementation of new products, transitioning from legacy systems, and addressing critical issues as they arise. Our focus is on identifying and resolving technical problems to deliver the best customer support in the industry.
Our CommitmentWe are innovators who think big, take risks, and challenge the status quo in cybersecurity. We believe that our mission cannot be accomplished without diverse teams working together.
Palo Alto Networks is an equal opportunity employer, and we celebrate diversity in our workplace. All qualified applicants will receive consideration for employment without regard to various 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. The starting base salary is expected to be competitive and may include additional benefits.
This role is eligible for Immigration Sponsorship.
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