Sd-wan Technical Support Engineer, Focused Services

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**

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed 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.
• Travel to customer sites in the event of a critical situation to expedite resolution as required

**Qualifications**

**Your Experience**

• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, DNS, DHCP, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
• Expertise with LAN/WAN technologies, routing/switching protocols (e.g LACP, ARP, BGP, OSPF), branch and DataCenter architectures
• Working knowledge of path quality monitoring and QoS (e.g. CoS, DSCP, latency, jitter, congestion, packet loss detection algorithms)
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• Experience in supporting any SD-WAN technology is a must
• Experience with Linux is a plus (Debugging, etc.)
• Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet and Palo Alto Networks products is a plus
• Working knowledge of network security services (IDS/IPS, firewalls etc.) is a plus
• Basic knowledge of API concepts is a plus
• Basic knowledge about FWAAS or SASE solutions is a plus (Prisma Access, FortiGate, Cisco Umbrella, etc)
• Excellent written and verbal communication skills
• Bachelor’s degree or equivalent experience or equivalent military experience required

Additional Information

**The Team**

Our technical support team is essential 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, 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 technical problems, with a pointed focus of providing the best custo