Staff Technical Support Engineer, Firewall, Emea

Company Description 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 T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks 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 Provide fault isolation and root cause analysis for technical issues Preparing detailed RCA documents for official submissions to customers Publish Technical Support Bulletins and other technical documentation in the Knowledge Base Review of technical documentation for training materials technical marketing collateral manuals troubleshooting guides etc Working with engineering on filling bugs and working with product teams on feature requests Working on Hot Risk technical escalations from the region or other theaters Lead case swarming and training sessions for frontline teams Willing to work in flexible and varying shift times including weekends and evenings Qualifications Your Experience More than 8 years of customer-facing technical support experience Expertise with Remote Access VPN solutions IPSEC PKI SSL TCP IP Authentication Protocols LDAP RADIUS etc Experience working with Firewall Central Management Systems Experience working with multi-factor authentication security system tokens certificates CAC cards and similar Working knowledge of Security services IDS IPS Firewalls etc Strong ability to independently debug broad complex and unique networks with mixed media and protocols required Excellent English written and verbal communication skills are required Experience with Windows Linux and MAC OS is a plus Debugging Editing Registries Plist etc Experience with Cisco Checkpoint Juniper Netscreen and Fortinet products is a plus Willing to work in flexible and varying shift times including weekends and evenings is a plus Travel to customer sites in the event of a critical situation to expedite resolution as required if needed is a plus Additional Information The Team Our technical support team is critical to our success and mission As part of this team you enable customer success by providing support to 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 Commitment We 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 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