Senior Technical Support Engineer - Firewall (NAM Shift)

Job Description

Role Overview:As a Technical Support Engineer at Palo Alto Networks, you will have the opportunity to work directly with valued customers to address their complex post-sales concerns. Your role will involve analyzing situations that require in-depth evaluation and critical thinking to provide technical assistance to both non-technical and technical professionals. By participating in technical discussions with multi-functional teams, you will contribute to creating better products, working environments, and cybersecurity solutions.Key Responsibilities:- Provide technical support to customers and partners, handling escalations from frontline and Tier 2 technical support teams- Offer configurations, troubleshooting, and best practices to customers- Manage support cases, ensuring timely resolution and follow-ups- Conduct fault isolation and root cause analysis for technical issues- Prepare detailed RCA documents for official submissions- Publish Technical Support Bulletins and other technical documentation- Review technical documentation for training materials and troubleshooting guides- Collaborate with engineering on bug fixes and product feature requests- Lead case swarming and training sessions for frontline teams- Willingness to work in flexible shift times, including weekends and eveningsQualifications:- More than 5 years of customer-facing technical support experience- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols- Experience with networking technologies, firewall management systems, and multi-factor authentication security systems- Strong ability to independently debug broad, complex networks- Excellent English written and verbal communication skills- Experience with Windows, Linux, and MAC OS is a plus- Knowledge of Cisco, Checkpoint, Juniper, and Fortinet products is a plus- Willingness to work in flexible shift times, including weekends and evenings- Travel to customer sites for critical situations is a plusIn conclusion, Palo Alto Networks is dedicated to providing top-tier technical support to customers in the cybersecurity industry. As a part of the technical support team, you will play a crucial role in ensuring customer success and satisfaction. Join us in our mission to challenge the status quo and innovate together for a safer digital environment. Role Overview:As a Technical Support Engineer at Palo Alto Networks, you will have the opportunity to work directly with valued customers to address their complex post-sales concerns. Your role will involve analyzing situations that require in-depth evaluation and critical thinking to provide technical assistance to both non-technical and technical professionals. By participating in technical discussions with multi-functional teams, you will contribute to creating better products, working environments, and cybersecurity solutions.Key Responsibilities:- Provide technical support to customers and partners, handling escalations from frontline and Tier 2 technical support teams- Offer configurations, troubleshooting, and best practices to customers- Manage support cases, ensuring timely resolution and follow-ups- Conduct fault isolation and root cause analysis for technical issues- Prepare detailed RCA documents for official submissions- Publish Technical Support Bulletins and other technical documentation- Review technical documentation for training materials and troubleshooting guides- Collaborate with engineering on bug fixes and product feature requests- Lead case swarming and training sessions for frontline teams- Willingness to work in flexible shift times, including weekends and eveningsQualifications:- More than 5 years of customer-facing technical support experience- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols- Experience with networking technologies, firewall management systems, and multi-factor authentication security systems- Strong ability to independently debug broad, complex networks- Excellent English written and verbal communication skills- Experience with Windows, Linux, and MAC OS is a plus- Knowledge of Cisco, Checkpoint, Juniper, and Fortinet products is a plus- Willingness to work in flexible shift times, including weekends and evenings- Travel to customer sites for critical situations is a plusIn conclusion, Palo Alto Networks is dedicated to providing top-tier technical support to customers in the cybersecurity industry. As a part of the technical support team, you will play a crucial role in ensuring customer success and satisfaction. Join us in our mission to challenge the status quo and innovate together for a safer digital environment.

Keyskills :
IPSECAuthentication ProtocolsARPLACPSTPOSPFBGPSecurity servicesDebuggingCheckpointJuniperRemote Access VPN solutionsPKISSLTCPIP8021QFirewall Central Management SystemsMultifactor authentication security systemEditing RegistriesPlistCisc