Technical Support Engineer

hace 6 días

Tijuana, Baja California, México Palo Alto Networks A tiempo completo

Job Overview

Palo Alto Networks is a leading cybersecurity company that provides innovative solutions to protect our digital way of life. As a Senior Technical Support Engineer, you will be part of a critical team that enables customer success by providing technical support after they have purchased our products.

We are looking for a talented individual who can provide prompt and effective support to our customers and partners. The successful candidate will have strong analytical troubleshooting skills, proficiency in software and infrastructure troubleshooting, and experience working in a collaborative, 24x7 uptime environment with on-call responsibilities.

About the Role

This is a unique opportunity to join a dynamic team that is shaping the future of cybersecurity. As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns, conduct fault isolation and root cause analysis for technical issues, and author Technical Support Bulletins and other technical documentation in the Knowledge Base.

You will also collaborate with cross-functional teams to influence product operability, participate in weekend on-call rotation, and provide after-hours support as required. Your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

Key Responsibilities

  • Offer technical support to customers and partners
  • Effectively manage support cases from recording to resolution, including timely follow-ups
  • Conduct fault isolation and root cause analysis for technical issues
  • Author Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review technical content for training, marketing, manuals, and troubleshooting guides
  • Travel to customer sites for critical situations, expediting resolutions as needed
  • Provide configurations, troubleshooting, and best practices to customers
  • Collaborate with the Engineering team to influence product operability
  • Participate in weekend on-call rotation and provide after-hours support as required
  • Communicate complex technical issues effectively to internal and external stakeholders

Requirements

To be successful in this role, you will need:

  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
  • Analytical troubleshooting skills in Linux, displaying problem-solving abilities
  • Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
  • Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
  • Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
  • Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
  • Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
  • Exposure to SIEM, vulnerability management tools, and firewalls
  • Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
  • Comfortable collaborating across diverse cross-functional teams with open communication
  • Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
  • Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
  • Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
  • A bachelor's degree in computer science or related discipline or equivalent military experience (advantageous)

What We Offer

We offer a competitive salary of $120,000 per year, plus benefits including medical, dental, and vision insurance, 401(k) matching, and paid time off. We are committed to providing reasonable accommodations for all qualified individuals with disabilities. Palo Alto Networks is an equal opportunity employer and celebrates diversity in our workplace.

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