Senior Technical Support Engineer, Firewall

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
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.
We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve,
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’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. Provide Technical Support to customers and partners
T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks
Provide configurations, troubleshooting, and best practices to customers
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.
Working on Hot / Risk technical escalations from the region or other theaters
Lead case swarming and training sessions for frontline teams
Willing to work in flexible and varying shift times, including weekends and evenings
More than 5 years of customer-facing technical support experience
Experience working with Firewall Central Management Systems
Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
Excellent English written and verbal communication skills are required
Experience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
Willing to work in flexible and varying shift times including weekends and evenings is a plus
Travel to customer sites in the event of a critical situation to expedite resolution as required (if needed) is a plus
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. As threats and technology change, we stay in step to accomplish our mission.
We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. 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 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.
We’re problem solvers that take risks and challenge cybersecurity’s status quo. 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 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.
Covid-19 Vaccination Information for Palo Alto Networks Jobs
Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
You choose to access a Palo Alto Networks worksite
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