SASE Support Engineer Lead

Sr. Technical Support Engineer, SASE (NAM Shift)

Our Mission

At Palo Alto Networks® everything starts and ends with our mission :

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We

are a company built on the foundation of challenging and disrupting the way things are

done, and we’re looking for innovators who are as committed to shaping the future of

cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in

protecting our customers and we believe that the unique ideas of every member of our

team contributes to our collective success. Our values were crowdsourced by

employees and are brought to life through each of us everyday - from disruptive

innovation and collaboration, to execution. From showing up for each other with integrity

to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast,

value ongoing learning, and we respect each employee as a unique individual. Knowing

we all have different needs, our development and personal wellbeing programs are

designed to give you choice in how you are supported. This includes our FLEXBenefits

wellbeing spending account with over 1,000 eligible items selected by employees, our

mental and financial health resources, and our personalized learning opportunities - just

to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person

interactions. This is why our employees generally work full time from our office with

flexibility offered where needed. This setup fosters casual conversations, problem-

solving, and trusted relationships. Our goal is to create an environment where we all win

with precision.

Your Career

You will work firsthand with our valued customers to address their complex post-sales

concerns where analysis of situations or data requires an in-depth evaluation of many

factors. You’re a critical thinker in understanding the methods, techniques, and

evaluation criteria for obtaining results. You’ll enjoy networking with key contacts

outside your own area of expertise, with a strong capability of detailing difficult technical

issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams,

creating an environment of transparency that ultimately leads to better products, better

working environments, and better cybersecurity. Your quick thinking and support to our

clients provides the fast assistance they need to keep their environments secure –

which means you’ll need to move quickly, thoughtfully, and provide technical assistance

as needed (often, in high pressure situations).

Your Impact

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting, and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved,

and follow-ups are completed in a timely manner.

Knowledge Base

collateral, manuals, troubleshooting guides, etc.

resolution as required

Your Experience

IP routing, HTTP / HTTPS, Remote Access VPN solutions, IPSEC, PKI &

SSL, Authentication Protocols (LDAP, RADIUS, etc.)

with mixed media and protocols required

to communicate technical information in a simplified, easy to understand

manner

coordination with different teams such as Sales / Pre Sales / Product

Management / Engineering

Preferred

(tokens, certificates, CAC cards, and similar)

Registries, Plist, etc.)

products a plus