Senior Technical Support Engineer

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.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Job Description
**Your Career**

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 Impact**
- Provide Technical Support to customers and partners
- Provide configurations, troubleshooting and best practices to customers
- Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Participation in on-call duties

Qualifications
**Your Experience**
- Excellent written and verbal communication skills
- Fluent knowledge of English. Knowledge of any other major European language will be an advantage
- Previous experience in a Technical Support environment is required
- Strong knowledge of TCP/IP
- Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)
- Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
- Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plus.
- Experience with Authentication Protocols is a plus (Radius /TACACS)
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required

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 fixing 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 on providing the best customer support in the industry.

**Our Commitment**

We’re trailblazers who dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: We can’t accomplish our mission without diverse teams innovating, together.

**Covid-19 Vaccination Information for Palo Alto Networks Jobs**
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:

- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.