Join Our Mission At Palo Alto Networks, we are dedicated to protecting the digital way of life. As a cybersecurity partner, we strive to shape a safer, more secure world, and we invite innovators who share our vision to join us in challenging the status quo.
About Us We believe in the power of unique ideas from each team member and strive for a collaborative, innovative environment. Our values emphasize integrity, inclusion, and relentless customer support. You'll experience ongoing learning opportunities and wellness programs designed to fit your individual needs.
Your Career As a Senior Technical Support Engineer, you'll work closely with customers to resolve their complex post-sales issues, requiring deep analysis and critical thinking. Your ability to communicate technical challenges to both technical and non-technical audiences will be key as you engage with various stakeholders. Collaboration with multi-functional teams will help drive transparency and improvement in our products and the cybersecurity landscape.
Your Impact - Deliver exceptional technical support to customers and partners.
- Offer troubleshooting advice, configurations, and best practices.
- Manage support cases efficiently, ensuring timely resolution and robust follow-up.
- Conduct fault isolation and root cause analysis for technical problems.
- Generate and publish technical support bulletins and documentation in our Knowledge Base.
- Review technical materials for training and marketing documentation.
- Provide 24x7 on-call support on an as-needed basis.
Your Experience - Excellent communication skills to address complex technical issues with various stakeholders.
- Strong analytical and problem-solving ability, with an eye for detail.
- Self-motivated and capable of independent work; a true team player.
- Solid understanding of networking protocols such as TCP/IP, Ethernet, VLAN, OSPF, and BGP.
- Familiarity with security protocols like IPSEC, SSL-VPN, NAT, and GRE.
- Proficiency in Unix/Linux and Windows operating systems.
- Experience with virtualization hypervisors including VMware ESX/ESXi, KVM/Qemu, and Microsoft Hyper-V.
- Basic knowledge of AWS and Azure security features and best practices.
- Familiarity with Google Cloud Platform (GCP) and Oracle Cloud Infrastructure (OCI).
- Experience in deploying firewalls in public cloud infrastructures.
- Understanding of next-generation firewall devices is preferred.
- Previous experience with Palo Alto Networks Products is a plus.
Our Team Our technical support team plays a crucial role in ensuring customer success post-purchase. We engage actively in product implementation, upgrades, and troubleshooting to ensure seamless integration and support. Your expertise will contribute to fixing technical issues and enhancing our customer service reputation in the industry.
Compensation The salary range for this position will depend on individual qualifications, experience, and work location, generally between $94,000 to $152,000 per year, plus benefits such as RSUs and potential bonuses.
Our Commitment We are dedicated to creating diverse teams that foster innovation. If you require reasonable accommodations due to a disability, please reach out for assistance. We celebrate diversity in our workplace, and all qualified applicants will receive equal consideration for employment.
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