Sr. Technical Support Engineer, Focused Services - Cloud NGFW

Your Career

As a Senior Technical Support Engineer, you will be heavily engaged to personalize their customers experience and ensure a successful Palo Alto Networks product experience. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers teams. You will engage both proactively and reactively with the customer to address any Palo Alto Networks technology technical needs. You will also provide escalation management for any technical issues encountered with their customers enterprise deployment, resulting in faster time to value.

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in call tracking system and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with developers to resolve technical issues.

Your Impact

• Provide reactive/proactive technical support to top-tier customers
• Provide configuration review, troubleshooting and best practices to named customers
• Manage 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
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel may be required to customer sites in the event of a critical situation to expedite resolution
• Work shoulder to shoulder with the Sales and Sales Engineering Teams

Your Experience

• 5+ years of experience in client-facing, technical support type roles
• Excellent written and verbal communication skills
• Experience in TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP)
• Experience with Palo Alto Networks products and technology or similar
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
• Experience with Authentication Protocols (Radius / TACACS) is preferred
• Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms
• Ability to summarise a situation clearly for executives internally and externally, and in delivering presentations to senior stakeholders
• Flexibility to work shift hours as required, including afternoons, evenings, and weekends

The Team

Our 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.