Sr. Technical Support Engineer | Palo Alto Netw...

<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Your Career</strong></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Under USG team, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Your Impact</strong></p> <ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6"> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers’ organizations</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide tailored troubleshooting, configuration guidance, and best practices</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Be the subject matter expert on core technologies of Palo Alto Networks product line</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Travel to customer sites in the event of a critical situation to expedite resolution as required</span></li> </ul> <h3 class=" text-white font-semibold text-lg mb-2">Requirements</h3> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Your Experience</strong></p> <ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6"> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Understanding of packet flow across multiple OSI layers</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Extensive experience with troubleshooting Remote Access VPN solutions</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to independently debug broad, complex, and unique networks with mixed media and protocols required</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proficiency with network troubleshooting tools</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">The below skills are a plus</strong> <ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6"> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Virtualization experience (AWS, Azure, VMWare, OpenStack)</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Multi-Vendor Interoperability Exposure</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Authentication protocols – LDAP, TACACS+, Radius, SAML</span></li> </ul> <p></span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent written and verbal communication skills</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Willingness to work outside of normal business hours (As business needs dictate)</span></li> </ul> <h3 class=" text-white font-semibold text-lg mb-2">Additional information</h3> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">The Team</strong></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Our technical support team is essential to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it just evolves. Our technical team provides the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, we stay in step to accomplish our mission.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Our Commitment</strong></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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 <a href="http://storejob.staffkhoje.com/cdn-cgi/l/email-protection#94f5f7f7fbf9f9fbf0f5e0fdfbfae7d4e4f5f8fbf5f8e0fbfaf1e0e3fbe6ffe7baf7fbf9" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer">[email protected]</a>.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">All your information will be kept confidential according to EEO guidelines.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">The compensation offered 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 (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be between $108,400/yr to $175,350/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found <a href="http://benefits.paloaltonetworks.com/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">here</a>.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Is role eligible for Immigration Sponsorship? No.</strong> <strong class=" font-semibold">Please note that we will not sponsor applicants for work visas for this position.</strong></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Our Commitment</strong></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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 <a href="http://storejob.staffkhoje.com/cdn-cgi/l/email-protection#630200000c0e0e0c0702170a0c0d102313020f0c020f170c0d0617140c1108104d000c0e" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer">[email protected]</a>.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">All your information will be kept confidential according to EEO guidelines.</p>