Technical Support Engineer, Premium Support
3 days ago
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.
Our Approach to Work
We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together
Job Description
Your Career
As a Technical Support Engineer, you will be responseible for troubleshooting a range of technical issues whilst providing a high level of service to our premium support customers. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers’ teams. You will engage both proactively and reactively with the customer to address any Palo Alto Networks technology technical needs. You will also provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value.
This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in call tracking system and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with developers to resolve technical issues.
Your Impact
Provide reactive/proactive Designated Technical Support to top tier customers Provide configuration review, troubleshooting and best practices to named customers Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done 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 Gather and retain customer-specific documentation in a secure location for ease of troubleshooting Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc. Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts
Qualifications
Your Experience
Bachelor's in Computer Science, Networking or equivalent relevant experience or equivalent military experience 5+ years of experience in technical support type roles, ideally for Premium/Designated customers Demonstrated knowledge of TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP) Ability to independently debug broad, complex, and unique networks with mixed media and protocols Proficient in clearly articulating technical issues to both technical and non-technical audiences, and explain the impact in business terms Excellent written and verbal communication skills - ability to communicate effectively with various stakeholders and customersPreferred Qualifications
Experience with Palo Alto Networks products and technology Knowledge of Authentication Protocols (Radius / TACACS)
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 trailblazers that dream big, 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.
#LI-JM4
Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.
Covid-19 Vaccination Information for Palo Alto Networks Jobs
Vaccine requirements and disclosure obligations vary by country. Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:The job requires accessing a company worksiteThe job requires in-person customer contact and the customer has implemented such requirementsYou choose to access a Palo Alto Networks worksite If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.-
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