Senior Technical Support Engineer - Prisma SD-WAN

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 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! 

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

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

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.