Senior Technical Support Engineer

Summary

Join Palo Alto Networks as a Technical Support Engineer and become a vital part of our cybersecurity mission. You will provide post-sales technical support, troubleshooting, and configuration assistance to customers, ensuring their environments remain secure. This role requires deep technical knowledge, strong customer focus, and advanced certifications. You will work closely with various teams, including Sales, Engineering, and Development, to deliver exceptional customer experiences. You will be responsible for handling support cases, diagnosing complex technical issues, and publishing technical documentation. This position requires eligibility for Security Clearance, which includes having spent the last five years in the UK and holding British citizenship.

Requirements

• Please note that this role requires eligibility for Security Clearance, which includes having spent the last five years in the UK and holding British citizenship
• 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience
• Excellent written and spoken communication skills, strength with establishing relationships
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• Excellent interpersonal skills and the ability to work well independently and in a team
• Self–disciplined, self–managed, self–motivated and strong sense of ownership, urgency, and drive
• Passionate to learn, understand, and dissect new technology stack quickly on own
• Strong project management, time management, and organizational skills
• Strong analytical skills for interpreting business requirements and translating them into technical specifications
• Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIP
• Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
• Experience with security (IPSEC, SSL–VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centers
• Excellent problem solving, critical thinking, communication, and teamwork skills
• Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business

Responsibilities

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Remote support, deployment and knowledge transfer
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc
• Travel may be required to customer sites in the event of a critical situation to expedite resolution
• Work shoulder to shoulder with the Sales and Sales Engineering Teams

Preferred Qualifications

• Advanced certifications such as CCIE/JNCIE/ CISSP– an advantage
• Experience with Authentication Protocols a plus (Radius / TACACS)
• Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint,  Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus

Benefits

• 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