SR. TECHNICAL SUPPORT ENGINEER, FOCUSED SERVICES

Our MissionAt 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.Who We AreWe take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.Job DescriptionYour CareerYou will work firsthand with our valued 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).Your ImpactProvide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and webRemote support, deployment and knowledge transferHandle support cases to ensure issues are recorded, tracked, resolved, and follow–ups finished in a timely mannerUse fault isolation and root cause analysis skills to diagnose and tackle complicated technical issuesWork to reproduce customer issues and qualify critical issuesPublish Technical Support Bulletins and other user documentation in the Knowledge BaseBuild a positive customer experience by working closely with Development, Sales, Quality Assurance, and MarketingResponsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.Travel may be required to customer sites in the event of a critical situation to expedite resolutionWork shoulder to shoulder with the Sales and Sales Engineering TeamsQualificationsYour ExperienceBS/MS or equivalent experience or equivalent military experience required8+ years of deep technical knowledge and technical support with a strong customer focus or related experienceAdvanced certifications such as CCIE/JNCIE/ CISSP– an advantageExcellent written and spoken communication skills, strength with establishing relationshipsAbility to independently debug broad, complex, and unparalleled networks with mixed media and protocols requiredExcellent interpersonal skills and the ability to work well independently and in a teamSelf–disciplined, self–managed, self–motivated and strong sense of ownership, urgency, and drivePassionate to learn, understand, and dissect new technology stack quickly on ownStrong project management, time management, and organizational skillsStrong analytical skills for interpreting business requirements and translating them into technical specificationsProfound knowledge in networking protocols such as – TCP/IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIPExpert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregationExperience with security (IPSEC, SSL–VPN, NAT, GRE)Prior experience in similar vendor Technical Support CentersExperience with Authentication Protocols a plus (Radius / TACACS)Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plusExcellent problem solving, critical thinking, communication, and teamwork skillsAbility to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on businessAdditional InformationThe TeamOur technical support team is essential 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer's needs. As threats and technology evolve, 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.We're a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.Our CommitmentWe’re problem solvers that 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 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.