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.

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.

**Our Approach to Work**

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together
**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**
- Work with customers to provide Technical Support of complex WAN architectures and network issues
- Replicate customer environments and network issues as needed to provide fault isolation and root cause analysis for technical issues
- Provide technical expertise and guidance during testing and deployment of SD-WAN systems
- Work with engineering if needed to provide fixes or other remediation activities
- Manage critical customer issues and facilitate communication between customers, account teams, and engineering
- Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

**Qualifications** Your Experience**
- Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
- Experience supporting enterprise customers with complex LAN/WAN environments
- Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch and DataCenter Architectures
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL
- Ability to independently debug broad, complex and unique networks with mixed media and protocols is required
- Experience with SD-WAN, virtualization or cloud technologies is a plus
- Experience with Palo Alto Networks, Cisco, Checkpoint, Juniper (Netscreen), or Fortinet products a plus
- Willing to work flexible and varying shift times including weekends and evenings
- Industry Certifications a plus
- Ability to work independently, as well as contributing as a team player

**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