Sr. Technical Support Engineer

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development, Sales, Q/A, and Marketing to build positive customer experience.

Your Impact

• Provide Tier 3 level Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Occasionally participation in on-call duties
• Assist in developing and documenting threat specific escalation processes
• Internal Tool Development
• Develop and deliver threat specific training materials to the TAC organization
• Work directly with ETAC, Unit42, PanAV, DevOps and Software - Engineering to get customer problems resolved
• Strata Lab Support, Development, and Replication assistance
• Technical Case Audits - Identify educational opportunities

Qualifications

Your Experience

• Excellent written and verbal communication skills
• Fluent knowledge of English - Knowledge of any other major European language will be an advantage
• Previous experience in a Technical Support environment is required
• Wireshark/TCPDump packet capture troubleshooting – specifically with HTTP/SSL/SMB
• Linux, MacOS, iOS and Android familiarity
• Windows OS functionality (debugging, how applications make calls, registry editing)
• Technical skills - expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
• Technical skills - High level knowledge in regular expressions and evasion/obfuscation techniques, URL filtering
• Nice to have - programming experience, shell/perl/python scripting
• Strong knowledge of TCP/IP
• Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)
• Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
• Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantage
• Windows server / Active Directory experience is a strong advantage
• Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plus
• Experience with Authentication Protocols (LDAP/RADIUS/SAML) is a plus
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required

Additional Information

The Team

Our Technical Support team is critical 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 evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and fixing 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 on providing the best customer support in the industry.

Our Commitment
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.

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 [email protected].

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.

All your information will be kept confidential according to EEO guidelines.