Senior Technical Support Engineer

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 Your Career As a Senior Technical Support Engineer you will engage directly with our valued customers to address intricate post-sales concerns Your role involves in-depth evaluation of multifaceted scenarios employing critical thinking to understand methods techniques and evaluation criteria for obtaining results Networking with key contacts beyond your domain of expertise will be routine and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset You will actively contribute to technical discussions within cross-functional teams fostering transparency that drives product improvement enriches work environments and enhances cybersecurity Your prompt support for our clients ensures swift resolution to keep their environments secure This requires you to move swiftly and thoughtfully providing technical assistance even in high-pressure situations Your Impact Offer technical support to customers and partners Effectively manage support cases from recording to resolution including timely follow-ups Conduct fault isolation and root cause analysis for technical issues Author Technical Support Bulletins and other technical documentation in the Knowledge Base Review technical content for training marketing manuals and troubleshooting guides Travel to customer sites for critical situations expediting resolutions as needed Provide configurations troubleshooting and best practices to customers Collaborate with the Engineering team to influence product operability Participate in weekend on-call rotation and provide after-hours support as required Communicate complex technical issues effectively to internal and external stakeholders Qualifications Your Experience A bachelor s degree in computer science or related discipline or equivalent military experience 5 - 8 years or relevant work experience Proficiency with Windows OS Linux OS iOS Android OS and macOS applications Installation troubleshooting debugging along with deployment tools SCCM GPO AD JAMF Analytical troubleshooting skills in Linux displaying problem-solving abilities Strong proficiency in software and infrastructure troubleshooting testing and debugging Independent troubleshooting ability in diverse complex environments with mixed applications and protocols Familiarity with Internet-based technologies including DNS Security IP Routing SSH FTP HTTP HTTPS Email Routing Knowledge of IP network technologies and performance monitoring troubleshooting software tools Datadog Cloud Watch - advantageous Intermediate knowledge of SIEM tools for parsing correlation data modeling and dashboards Exposure to SIEM vulnerability management tools and firewalls Experience working in a collaborative 24x7 uptime environment with on-call responsibilities Comfortable collaborating across diverse cross-functional teams with open communication Previous experience in a customer-facing technical support role Support Engineer - advantageous 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 just evolves Our technical team provides behind-the-scenes support to meet our customer s needs As threats and technology evolve we stay in step to accomplish our mission 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 Is role eligible for Immigration Sponsorship No Please note that we will not sponsor applicants for work visas for this position