Key Responsibility Area
Offer advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with other teams
Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
File bug reports with engineering and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
Travel to customer sites in the event of a critical situation to expedite resolution as required
Qualifications
Communication skills
Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business
Problem-solving and decision-making skills
Experience in being able to assess a situation, troubleshoot and problem solve as required to avoid escalations
Technical skills
Minimum of 7 years of network security experience
Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and center architectures
Advanced understanding of packet flow across multiple OSI layers
Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies
Ability to independently debug broad, complex, and unique networks with mixed media and protocols required
In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT
Proficiency with network troubleshooting tools - Wireshark, GNS3
Strong grasp authentication protocols - LDAP, TACACS+, Radius
Skilled in engaging executive-level stakeholders with clear technical communication
Proven track record of effectively communicating technical concepts to diverse audiences
Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates
Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
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.
