Sr. Technical Support Engineer, Focused Services
hace 2 semanas
Palo Alto Networks
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.
Who We Are
We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe the unique ideas of every member of our team contribute to our collective success. Our values are brought to life through each of us every day - from disruptive innovation and collaboration to execution and integrity.
Job Description
You will work firsthand with our valued customers to address their complex post-sales concerns. 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 area of expertise, detailing difficult technical issues to both non-technical and technical professionals.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products and better cybersecurity. Your quick thinking and support to our clients provide the fast assistance they need to keep their environments secure.
Your Impact
- 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, and problem-solving guides.
- Travel may be required to customer sites in the event of a critical situation to expedite resolution.
- Work closely with the Sales and Sales Engineering Teams.
Your Experience
- BS/MS or equivalent experience or equivalent military experience required.
- 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience.
- Advanced certifications such as CCIE/JNCIE/CISSP – an advantage.
- Excellent written and spoken communication skills, strength with establishing relationships.
- Ability to independently debug broad, complex 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 with a strong sense of ownership, urgency, and drive.
- Passionate to learn, understand, and dissect new technology stacks quickly on your 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, OSPF, ISIS, Multicast, VOIP.
- Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including VLANs.
- Experience with security (IPSEC, SSL-VPN, NAT, GRE).
- Prior experience in similar vendor Technical Support Centers.
- Experience with Authentication Protocols a plus (Radius/TACACS).
- Strong history of deploying, maintaining, and troubleshooting multi-vendor firewall environments.
- 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.
We’re problem solvers that take risks and challenge cybersecurity’s status quo. 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 accommodations@paloaltonetworks.com.
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 any legally protected characteristics.
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