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Senior Customer Support Engineer
hace 3 meses
Company Overview
Our Mission
At Palo Alto Networks, our mission is at the core of everything we do:
To be the trusted cybersecurity partner, safeguarding our digital lives.
We envision a world where each day is more secure than the last. Our foundation is built on challenging the norm and redefining the cybersecurity landscape, and we seek innovators who share our commitment to shaping the future of this field.
Our Work Philosophy
We prioritize flexibility and choice in all our employee programs. We have transformed the conventional perspective that all employees have identical needs and preferences. We emphasize personalization, allowing our team members to select what best suits them—from wellness support to professional growth and beyond.
At Palo Alto Networks, we value collaboration and the importance of in-person interactions. This is why our employees typically work from the office three days a week, reserving two days for flexibility to work in the environment where they feel most productive. This arrangement encourages informal discussions, problem-solving, and the building of trusted relationships. While specifics may evolve, our aim is to cultivate an atmosphere where innovation flourishes, with office-based teams uniting three days a week to collaborate and succeed together.
Position Overview
Your Career Path
In this role, you will engage directly with our esteemed clients to resolve their intricate post-sales issues, where the analysis of situations or data necessitates a thorough evaluation of various factors. You will be a critical thinker, adept at understanding the methodologies, techniques, and evaluation criteria necessary for achieving results. You will enjoy networking with key contacts beyond your immediate area of expertise, demonstrating a strong ability to articulate complex technical issues to both technical and non-technical audiences.
You will frequently engage in technical discussions with cross-functional teams, fostering an environment of transparency that ultimately leads to enhanced products, improved work settings, and superior cybersecurity. Your quick thinking and support for our clients will provide the prompt assistance they require to maintain secure environments—this means you will need to act swiftly, thoughtfully, and provide technical support as necessary, often in high-pressure scenarios.
Your Contributions
- Deliver Technical Support to clients and partners
- Offer configurations, troubleshooting, and best practices to clients
- Oversee support cases to ensure issues are documented, monitored, resolved, and follow-ups are conducted promptly
- Conduct fault isolation and root cause analysis for technical challenges
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review technical documentation for training materials, marketing collateral, manuals, troubleshooting guides, etc.
- Provide on-call support 24x7 (voluntary paid support)
Qualifications
Your Background
- Strong written and verbal communication skills
- Proficiency with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
- Experience with Firewall Central Management Systems
- Familiarity with multi-factor authentication security systems (tokens, certificates, CAC cards, etc.)
- Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
- Strong capability to independently troubleshoot broad, complex, and unique networks with diverse media and protocols
- Virtualization experience (AWS, Azure, VMWare, OpenStack) is advantageous
- Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
- Familiarity with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
Additional Insights
The Team
Our technical support team plays a vital role in our success and mission. As a member of this team, you will enable customer success by providing support to clients after they have acquired our products. Our commitment to our customers extends beyond the initial purchase—it evolves as threats and technology advance, and we adapt accordingly to fulfill our mission.
You will be involved in implementing new products, transitioning from legacy products to new solutions, and addressing integrations and critical issues as they arise—indeed, you will proactively seek out these challenges to ensure our clients receive comprehensive support. We identify and resolve technical issues, with a focused goal of delivering the best customer support in the industry.
Our Commitment
We are pioneers who dream big, take calculated risks, and challenge the status quo in cybersecurity. Simply put, we cannot achieve our mission without diverse teams innovating together.
We are dedicated to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability or special need, please reach out to us.
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.
