Senior Technical Support Engineer, NGFW

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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

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 post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Primary escalation point for technical issues that are unable to be resolved by front line support engineers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Identify product defects (code, environment) and file bug reports with the engineering team and coordinate with Quality Assurance teams to improve overall software quality per release cycle
• Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Provide weekend and holidays on-call support as-needed basis

Qualifications

Your Experience

• 5+ years of relevant support experience
• Proven ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls
• In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
• Experience with security protocols (IPSEC, SSL-VPN, NAT)
• Required strong experience with TCP IP,HTTP, PKI & SSL
• Experience with Authentication Protocols (SAML, MFA, LDAP, Radius / TACACS)
• Experience in system administration side managing Windows, MAC, Linux client operating systems
• Excellent written and spoken communication skills
• Ability to work independently, as well as contributing as a team player
• Prior experience working in similar vendor Technical Support Centers is plus
• Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus
• Industry Certifications a plus

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 technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $94000 - $152000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

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 at  accommodations@paloaltonetworks.com.

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.