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Senior Technical Support Engineer, Cybersecurity Specialist
hace 2 meses
About the Role
We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our technical support team, you will play a critical role in ensuring the success of our customers by providing expert technical support and guidance.
Key Responsibilities
- Provide technical support to customers and partners via phone, email, and remote access
- Effectively manage support cases from recording to resolution, including timely follow-ups
- Conduct fault isolation and root cause analysis for technical issues
- Author Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review technical content for training, marketing, manuals, and troubleshooting guides
- Travel to customer sites for critical situations, expediting resolutions as needed
- Provide configurations, troubleshooting, and best practices to customers
- Collaborate with the Engineering team to influence product operability
- Participate in weekend on-call rotation and provide after-hours support as required
- Communicate complex technical issues effectively to internal and external stakeholders
Requirements
- 4+ years of experience as a Support Engineer
- Excellent written and verbal communication skills
- Strong customer advocacy skills and experience, ability to work in difficult customer situations
- Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
- Analytical troubleshooting skills in Linux, displaying problem-solving abilities
- Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
- Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
- Familiarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing
- Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
- Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
- Comfortable collaborating across diverse cross-functional teams with open communication
- Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
- Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
- Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
- Knowledge of Cloud infrastructure a plus
- Experience in incident response is a plus
- Experience with scripting is a plus
- Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus
- A bachelor's degree in computer science or related discipline (advantageous) or equivalent military experience required
About Us
Palo Alto Networks is a leading cybersecurity company that provides innovative solutions to protect our digital way of life. 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.
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.
