Job Description
Your CareerAs a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns.
Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results.
Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.
You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity.
Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.
Your ImpactOffer technical support to customers and partnersEffectively manage support cases from recording to resolution, including timely follow-upsConduct fault isolation and root cause analysis for technical issuesAuthor Technical Support Bulletins and other technical documentation in the Knowledge BaseReview technical content for training, marketing, manuals, and troubleshooting guidesTravel to customer sites for critical situations, expediting resolutions as neededProvide configurations, troubleshooting, and best practices to customersCollaborate with the Engineering team to influence product operabilityParticipate in weekend on-call rotation and provide after-hours support as requiredCommunicate complex technical issues effectively to internal and external stakeholdersQualificationsYour ExperienceExperience working with EDR toolsExperience with strong communication and customer service skillsRequired basic networking knowledgeAbility to independently debug broad, complex, and unique environments with mixed applications and protocols4+ years of experience as a Support EngineerExcellent written and verbal communication skillsStrong customer advocacy skills and experience, ability to work in difficult customer situationsProficiency 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 abilitiesStrong proficiency in software and infrastructure troubleshooting, testing, and debuggingIndependent troubleshooting ability in diverse, complex environments with mixed applications and protocolsFamiliarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP / HTTPS, and Email RoutingKnowledge of IP network technologies and performance monitoring / troubleshooting software tools (Datadog, Cloud Watch - advantageous)Experience working in a collaborative, 24x7 uptime environment with on-call responsibilitiesComfortable collaborating across diverse cross-functional teams with open communicationPrevious experience in a customer-facing technical support role (Support Engineer) - advantageousFundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extractionBasic scripting knowledge (JS / Python / PowerShell, SQL / XDL / SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)Knowledge of Cloud infrastructure a plusExperience in incident response is a plusExperience with scripting is a plusExperience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plusA bachelor's degree in computer science or related discipline (advantageous) or equivalent military experience requiredAdditional InformationThe TeamOur technical support team is critical to our success and mission. As part of this team, you enable customer success by supporting clients after they have purchased our products.
Our dedication to our customers doesn't stop once they sign; it evolves. As threats and technology change, we stay in step to accomplish our mission.
You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised; in fact, you'll seek them out to ensure our clients are safely supported.
We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.
Our CommitmentWe're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected]
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
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