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**Company Overview**
Palo Alto Networks is a leading cybersecurity company that protects our digital way of life. Our mission is to be the cybersecurity partner of choice, and we're committed to shaping the future of cybersecurity.
**Our Approach to Work**
We value flexibility and choice in our people programs, offering personalization and autonomy to our employees. We believe in the power of collaboration and in-person interactions, with our employees working from the office three days a week to foster casual conversations, problem-solving, and trusted relationships.
**Job Summary**
We're seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will work directly with our valued customers to address their complex post-sales concerns, providing technical assistance and support to ensure their environments remain secure.
**Key Responsibilities**
- Provide remote support, deployment, and knowledge transfer to customers
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
- Work to reproduce customer issues and qualify critical issues
- Publish Technical Support Bulletins and other user documentation in the Knowledge Base
- Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
- Responsible 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 resolution
- Work shoulder to shoulder with the Sales and Sales Engineering Teams
**Requirements**
- BS/MS or equivalent experience or equivalent military experience required
- 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience
- Advanced certifications such as CCIE/JNCIE/CISSP are an advantage
- Excellent written and spoken communication skills, strength with establishing relationships
- Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
- Excellent interpersonal skills and the ability to work well independently and in a team
- Self-disciplined, self-managed, self-motivated, and strong sense of ownership, urgency, and drive
- Passionate to learn, understand, and dissect new technology stack quickly on own
- Strong project management, time management, and organizational skills
- Strong analytical skills for interpreting business requirements and translating them into technical specifications
- Profound knowledge in networking protocols such as TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP
- Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
- Experience with security (IPSEC, SSL-VPN, NAT, GRE)
- Prior experience in similar vendor Technical Support Centers
- Experience 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 plus
- Excellent problem-solving, critical thinking, communication, and teamwork skills
- Ability to clearly articulate technical issues to both technical and non-technical professionals
