Cxv176 - Senior Technical Support Engineer - Focused Services

Job Description: Your CareerOur methodology is first class support. We've been recognized for it as an industry leader and we're dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer's experience. You will learn your client's business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You're close to the deployment of cybersecurity solutions - and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and find their resolutions - and you don't wait for those issues to be escalated from our clients. Instead, you find them.You'll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.Your ImpactProvide designated technical support to customers as outlined by the statement of work and industry best practicesProvide configuration review, troubleshooting and improved standard methodologies to our customersLead support cases, making sure to record, track, and resolve each issue efficiently and proactivelyProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other user documentation in the Knowledge Base for continuous education and preventionCollect and retain customer specific documentation in a secure location for ease of troubleshootingReview of user documentation for training materials, technical marketing collateral, and manualsTravel will be required to customer sites in conjunction with Technical Account Managers for named accounts, and after hours and weekend on-call support as needed to support maintenanceQualifications:Your ExperienceDeep technical knowledge and technical support with a strong customer focus or related experienceExcellent written and spoken communication skills, strength with establishing relationshipsRequired experience with TCP/IPPossess working knowledge with Palo Alto Networks products and technologyExperience in Routing & Switching (OSPF / BGP / VLAN / STP), and Security Protocols and Procedures (IPSEC / SSL-VPN / NAT / GRE)Shown ability to independently debug broad, complex, and rare networks with mixed media and protocols requiredAbility to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on businessExperience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet products preferredFamiliarity with Authentication Protocols (Radius / TACACS) a plus#J-18808-Ljbffr