Sr. Technical Support Engineer, Focused Services
hace 1 semana
**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.
**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 that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few
**Job Description** Your Career**
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. 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 own area of expertise, with a strong capability of 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, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
**Your Impact**
- 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
**Qualifications** 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, 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
- 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
- Excellent problem solving, critical thinking
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