Job Description

YOUR CAREER As a Platinum Support Engineer, you will work firsthand with our valued Platinum 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).

The type of Customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers.

YOUR IMPACT

• Provide Technical Support to customers, partners and Palo Alto Networks Tier2 engineers by phone, email and in person.
• Provide configurations, troubleshooting and best practices to customers
• Managing 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
• Work directly with ETAC and Software Engineering to get customer problems resolved.
• Have thorough understanding of the Software release and bug cycles.
• Able to isolate root cause for product defects and reproduce customer issues in the lab.
• Manage technical escalations & own complex cases. Able to conduct multi-vendor troubleshooting.
• Develop into Subject matter expert in at least one area. Currently SME for Panorama.
• Provide coaching and mentoring to Tier2 engineers and partners.
• Strong knowledge in TCP/IP, Routing and Networking concepts
• Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer facing forums and other technical documentation.
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Take part in on-call shift rotation for weekends.

Qualifications

YOUR EXPERIENCE

• Required experience with TCP IP
• Ability to independently to debug broad, complex, and unparalleled networks with mixed media and protocols required
• Willing to work flexible and varying shift times including weekends and evenings. 
• Excellent written and verbal communication skills
• Virtualization experience (GCP, AWS, Azure, VMWare, OpenStack) 
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
• Experience working with Firewall Central Management Systems
• Experience working with multi-factor authentication security systems (tokens, certificates, CAC cards, and similar)
• Working knowledge of Security services (IDS/IPS, Firewalls etc.)
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
• Experience with any vendors (including Palo Alto) security products would be 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 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. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website. 

   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. 

   Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

All your information will be kept confidential according to EEO guidelines.