PALO ALTO NETWORKS® is the fastest-growing security company in history.  We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you!

In this role, you will provide post sales technical support to Palo Alto Networks Customers via phone, e-mail and web. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to internal and external customers in a professional manner. Regularly updating support cases in a call tracking system and documenting customer problems, technical solutions and product information in the knowledge base is required. Mentor and train new hires and junior engineers to drive continuous improvement and effectiveness of the team across the entire support organization. Work to reproduce customer issues in the lab and qualify escalations.  Create work-around for customer problems to minimize service impact.

Traveling may be required to customer sites to assist in fault isolation and root cause analysis. Work with Development, Sales, QA and Marketing to build a positive customer experience.

Compliance with all Palo Alto Networks procedures including Escalation, Problem / Bug Reporting, RMA processes is required.

RESPONSIBILITIES:

• Provide Technical Support to customers, partners and Palo Alto Networks Tier 2 engineers by phone, e-mail and in person.
• Work directly with ETAC, GSRT, ISR, PanAV, DevOps 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.
• Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• Networks with key contacts outside own area of expertise. Regularly participate in technical discussions with cross functional teams.
• Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer facing forums and other technical documentation.
• Assume technical escalation responsibility for the following threat related issues.
  • Wildfire verdict issues
  • PanAV issues
  • Internet Security Research Team issues (PAN-DB, IP Block List, Suspicious DNS)
  • Platform related bugs
  • Escalations driven by case age
  • Sales Escalations (HOT/At-Risk/Political in nature)
  • Breach or Incident Response related escalations
• Able to conduct multi-vendor troubleshooting.
• Develop into Threat Subject Matter Expert.
• Has visibility across the entire organization; leadership is recognized across the organization.
• Assist in developing and documenting threat specific escalation processes.
• Organize Tier 3 team meetings to discuss escalation trends, macro issues (round table / touch base).
• Internal Tool Development
• Perform Senior Engineer due diligence with respect to Malware or Exploit analysis.
• Develop and deliver threat specific training materials to the TAC organization.
• Take part in the 24x7 Follow the Sun on-call shift rotation.
• Monitor Senior Threat Queue
• Provide General Threat Consultation to overall Tier 2
• Threat Lab Support, Development, and Replication assistance
• Technical Case Audits - Identify educational opportunities
• Active call assistance

QUALIFICATIONS:

• Long term experience related to the position is required; typically 5-8 years of relevant experience.
• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.
• In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, IPS, traffic generators etc.
• Experience across multiple network security and endpoint platforms is a plus.
• Experience with industry best practice regarding Threat Prevention.
• Strong experience with Security Protocols (e.g. IPSEC / SSL-VPN / NAT / GRE).
• Experience with Incident Response models is a plus.
• Ability to independently debug broad, complex and unique threat prevention related issues is required.
• Industry Certifications a plus.
• Ability to work independently, as well as contributing as a team player.

Learn more about Palo Alto Networks here and check out our fast facts