Job Summary
As a Technical Support Engineer, you will provide critical post-sales technical support, configuration guidance, and troubleshooting to our customers. You will utilize advanced fault isolation and root cause analysis to diagnose and resolve complex technical issues, ensuring all cases are accurately tracked and followed up in a timely manner. Your efforts will directly contribute to a positive customer experience and the continuous improvement of our Knowledge Base and user documentation.
Key Responsibilities
Provide post-sales technical support, configurations, and troubleshooting to customers via phone, email, and web.
Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are finished promptly.
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 collaborating with Development, Sales, Quality Assurance, and Marketing.
Review user documentation for training materials, technical marketing collateral, manuals, and problem-solving guides.
Provide on-call support 24x7 on an as-needed basis.
Travel to customer sites in the event of a critical situation to expedite resolution.
Qualifications
Required Qualifications
5+ years of progressive experience in network security or enterprise technical support engineering.
Education: BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience / equivalent military experience required.
Required experience with TCP/IP.
Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols.
In-depth experience in routing and switching (OSPF, BGP, VLAN, STP).
Experience with security (IPSEC, SSL-VPN, NAT, GRE).
Prior experience in similar vendor Technical Support Centers.
Excellent written and verbal communication skills.
Preferred Qualifications
Experience with Authentication Protocols (Radius / TACACS) is a plus.
Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products is a plus.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$119,700.00 - $193,600.00/yr
Our Commitment
We’re trailblazers that dream big, 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 accommodations@paloaltonetworks.com.
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.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
