Sr Technical Support Engineer, Focused Services
hace 1 mes
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.We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. 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.
**Your Career**
Our methodology is first class support. We’ve been recognized for it as an industry leader and we’re dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’re close to the deployment of cybersecurity solutions - and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions - and you don’t wait for those issues to escalate from our clients. Instead, you find them. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.
**Job Description**:
**Your Impact**
Provide designated technical support to customers as outlined by the statement of work and industry best practices
Respond to user-reported issues in adherence to established Service Level Agreements,
Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
Provide timely feedback into the development process on customer-reported product problems
Document actions to effectively communicate information internally and to customers
Facilitate root cause investigations and manage the implementation of corrective and preventative measures
**Qualifications**:
**Your Experience**
Required experience with TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP), and Security Protocols and Procedures (IPSEC / SSL-VPN / NAT / GRE)
Existing knowledge of, and experience with public cloud platform (XaaS) features, capabilities, and best use.
Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (GCP, AWS, Azure), CI/CD, Terraform, Ansible, Container Registries, Serverless a plus.
Experience with scripting including Python, JSON, YAML, and Bash - plus.
Knowledge of Cloud infrastructure is a plus.
Knowledge of SIEM, vulnerability management tools, firewalls, malware, exploits, operating system structure and behavior.
Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
BS/MS or equivalent experience required.
3-5 years of relevant experience with strong communication and customer service skills
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 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.
**Our Commitment**
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.
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