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About the Role

As a Senior Technical Support Engineer, you will directly engage with key customers to resolve complex post-sales concerns, conduct thorough evaluations of multifaceted situations, and cultivate relationships with external contacts to address challenging technical issues comprehensively. You will articulate intricate technical concepts, participate in technical discussions within cross-functional teams, and respond swiftly to provide timely assistance, especially in high-pressure situations.

Responsibilities

Provide post-sales technical support, including configurations, troubleshooting, and adherence to standard methodologies via phone, email, and web channels.
Manage support cases to ensure issues are accurately recorded, tracked, resolved, and followed up on in a timely manner, maintaining high levels of customer satisfaction.
Apply fault isolation and root cause analysis skills to diagnose and resolve complex technical issues efficiently.
Proactively work to replicate customer-reported issues and qualify critical issues, contributing to the enhancement of product reliability and performance.
Author and publish Technical Support Bulletins and other user documentation in the Knowledge Base.
Foster positive customer experiences by collaborating with Development, Sales, Quality Assurance, and Marketing teams.
Review and enhance user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, and other customer-facing resources.
Travel to customer sites in critical situations to expedite issue resolution.

Requirements

Bachelor's degree with 4 years of experience.
Demonstrable experience with TCP/IP networking protocols, including a deep understanding of their implementation and troubleshooting methodologies.
Proficient in independently debugging broad, complex, and unprecedented networks comprising mixed media and protocols.
Expertise in routing and switching technologies, encompassing protocols such as OSPF, BGP, VLAN, and STP.
Background in security technologies, including IPSEC, SSL-VPN, NAT, and GRE.
Previous experience working in similar vendor Technical Support Centers.
Sound written and verbal communication skills, with the ability to convey complex technical concepts clearly and effectively to diverse audiences.

Skills

TCP/IP networking protocols
Routing and switching technologies
OSPF
BGP
VLAN
STP
IPSEC
SSL-VPN
NAT
GRE
Technical Support
Customer Service
Problem-solving
Communication

Location

Onsite

Work Type

Full-time

Experience Level

Senior
4 years of experience

Education Level

Bachelor's degree

About the Company

Palo Alto Networks® is united by a shared mission to protect our digital way of life.
We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking.
We are trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed.
We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.

Equal Opportunity

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.
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 accommodations@paloaltonetworks.com.