Senior Technical Support Engineer - Firewall ( 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.

Job Description

Job Summary

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).

Key Responsibilities

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

Preferred Qualifications

More than 5 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 networking technologies : ARP - LACP - 802.1Q - STP - routing protocols (OSPF, BGP) on IPv4 / IPv6

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.