Palo Alto Networks is hiring a
Senior Technical Support Engineer

Summary

Join our team at Palo Alto Networks and contribute to shaping the future of cybersecurity. As a Technical Support Engineer, you'll provide post-sales technical support to EMEA-based customers via phone, email, and web, working with various teams to build positive customer experience.

Requirements

• 5+ years of experience in a Technical Support environment is required
• Wireshark/TCPDump packet capture troubleshooting – specifically with HTTP/SSL/SMB
• Expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
• Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
• Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP, etc)
• Virtualization experience in one or multiple public (AWS, Azure, GCP, OCI and Alibaba Cloud) and private (VMware vSphere ESXi, vCenter, NSX-T, KVM, Windows Hyper-V, Nutanix) cloud services
• Understanding of general virtualization concepts on compute, storage and networking
• Familiarity with Linux
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
• Excellent written and verbal communication skills

Responsibilities

• Provide Tier 3 level Technical Support to customers and partners in EMEA
• 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

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
• Mental and financial health resources
• Personalized learning opportunities