Sr. 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 Who We Are We believe collaboration thrives in person That s why most of our teams work from the office full time with flexibility when it s needed This model supports real-time problem-solving stronger relationships and the kind of precision that drives great outcomes 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 services around Cloud and Network Security technologies troubleshooting and best practices observations 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 Provide configurations troubleshooting and best practices to customers Work with our Engineering team and influence the operability of the product Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues Qualifications Your Experience 4 years in technical support roles working directly with large global customers and partners in addition to internal teams such as DevOps Engineering QA Product managers specifically with Cloud exposure and experience A customer-centric mindset is a mandated attitude for this position as a technical support engineer Existing knowledge of and experience with public cloud platform XaaS features capabilities and best use scenarios Existing knowledge of and experience with application developments or operations under the container serverless environment on public clouds Ability to independently troubleshoot reproduce issues and identify feasible workarounds in broad complex and unique environments with mixed applications and protocols required Excellent written and verbal communication skills Experience supporting Firewall or Network and Security devices is a plus Having rich knowledge in Network Security and Networking protocols is 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 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 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