Sr. Technical Support Engineer, Focused Services

As a Senior Technical Support Engineer at Palo Alto Networks, you will play a crucial role in personalizing customer experiences and ensuring the successful implementation of Palo Alto Networks products. Your primary responsibility will involve developing strong partnerships with customers to mitigate risks, troubleshoot technical issues, and deliver timely solutions. Collaborating closely with the Technical Account Manager, you will become a virtual member of the customer's team, addressing their technical needs proactively and reactively. Your daily tasks will include fault isolation, root cause analysis, and resolving complex technical issues professionally. You will update customer cases in the call tracking system, document technical solutions, and collaborate with developers to resolve issues promptly. Providing both reactive and proactive technical support to top-tier customers, conducting configuration reviews, troubleshooting, and sharing best practices will be essential aspects of your role. Your qualifications for this position should include: - 5+ years of experience in client-facing technical support roles - Strong written and verbal communication skills - Proficiency in TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP), and Palo Alto Networks products and technology - Ability to independently debug diverse networks with various media and protocols - Experience with Authentication Protocols (Radius / TACACS) is preferred - Flexibility to work shift hours as needed, including afternoons, evenings, and weekends Joining our technical support team means becoming a vital part of our mission to provide exceptional customer support throughout their journey with our products. Your dedication to customer success will be crucial in ensuring that our clients receive the best support in the industry. You will engage in implementing new products, addressing technical issues, and transitioning clients smoothly to new solutions. At Palo Alto Networks, we value diversity, innovation, and collaboration in solving cybersecurity challenges. We are committed to providing reasonable accommodations for individuals with disabilities and fostering inclusive working environments. If you are passionate about shaping the future of cybersecurity and thrive in a fast-paced, collaborative setting, we invite you to join us in our mission to make each day safer and more secure than the one before. Please note that this position is not eligible for immigration sponsorship. For further information on COVID-19 vaccination requirements and accommodations, please reach out to the recruiter for clarification based on your location and job responsibilities.,