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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 key contacts outside your area of specialization to address challenging technical issues comprehensively. You will be a central participant in technical discussions within cross-functional teams, fostering a culture of transparency and collaboration that enhances product development, operational efficiency, and cybersecurity measures. Your ability to respond swiftly and thoughtfully is essential in providing timely assistance to our clients, particularly in high-pressure situations where rapid problem resolution is paramount.
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, contributing to the collective knowledge and problem-solving resources available to customers and support teams.
- Foster positive customer experiences by fostering close collaboration with Development, Sales, Quality Assurance, and Marketing teams, ensuring alignment and responsiveness to customer needs and feedback.
- Assume responsibility for reviewing and enhancing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, and other customer-facing resources, ensuring clarity, accuracy, and relevance.
- Travel to customer sites in critical situations to expedite issue resolution, demonstrating dedication to providing timely and effective support solutions.
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, showcasing advanced problem-solving abilities and adaptability.
- Expertise in routing and switching technologies, encompassing protocols such as OSPF, BGP, VLAN, and STP, with a proven track record of effectively configuring and optimizing network infrastructures.
- Background in security technologies, including IPSEC, SSL-VPN, NAT, and GRE.
- Previous experience working in similar vendor Technical Support Centers, demonstrating familiarity with industry-standard practices and procedures in providing technical support and customer service.
- Sound written and verbal communication skills, with the ability to convey complex technical concepts clearly and effectively to diverse audiences, both internally and externally.
Skills
- TCP/IP networking protocols
- Debugging
- Routing and switching technologies
- OSPF
- BGP
- VLAN
- STP
- IPSEC
- SSL-VPN
- NAT
- GRE
- Technical Support
- Customer Service
- Written communication
- Verbal communication
Location
- Remote
Work Type
- Full-time
Experience Level
- Senior
Education Level
- Bachelor's degree
About the Company
- At Palo Alto Networks®, we’re 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 believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
- 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.
Equal Opportunity
- 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.
- 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.