Sr. Technical Support Engineer, Platinum
Palo Alto Networks
- Santa Clara, CA
- $94,200-152,450 per year
- Permanent
- Full-time
- Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
- Provide technical services around Cloud and Network Security technologies, troubleshooting and best practices observations to customers.
- Meet enhanced response SLA's for customers who purchase our Platinum Support Offering
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished 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
- Work directly with ETAC and Engineering to get customer issues resolved
- Have a thorough understanding of software release and bug cycles
- Conduct multi-vendor troubleshooting
- Has visibility across the entire organization and Executive Leadership
- 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
- Provide on-call support 24x7 on an as needed basis & provide coverage on weekends and public holidays as needed
- 5+ years related experience
- Required experience with TCP/IP
- Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
- In-depth experience in routing and switching (OSPF, BGP, VLAN)
- Experience with security (IPSEC, SSL-VPN, NAT, GRE)
- Prior experience in similar vendor Technical Support Centers
- Experience with Authentication Protocols a plus (LDAP/SAML/Radius / TACACS)
- Excellent written and verbal communication skills
- Knowledge of VM and multi cloud environment is preferred
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
- Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
- Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products, ZScaler a plus
- Advanced certifications such as CCIE/JNCIE/PCNSE - an advantage
- Bachelor's degree or equivalent military experience required