Senior Technical Support Engineer, Palo Alto Networks
Focused Services
Leading cybersecurity protections and software platform
Be an early applicant
Leading cybersecurity protections and software platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
To be the cybersecurity partner of choice, protecting our digital way of life.
Role
Who you are
- 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
- BS/MS or equivalent experience or equivalent military experience required
- 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience
- Advanced certifications such as CCIE/JNCIE/ CISSP– an advantage
- Excellent written and spoken communication skills, strength with establishing relationships
- Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
- Excellent interpersonal skills and the ability to work well independently and in a team
- Self–disciplined, self–managed, self–motivated and strong sense of ownership, urgency, and drive
- Passionate to learn, understand, and dissect new technology stack quickly on own
- Strong project management, time management, and organizational skills
- Strong analytical skills for interpreting business requirements and translating them into technical specifications
- Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIP
- Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
- Experience with security (IPSEC, SSL–VPN, NAT, GRE)
- Prior experience in similar vendor Technical Support Centers
- Experience with Authentication Protocols a plus (Radius / TACACS)
- Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus
- Excellent problem solving, critical thinking, communication, and teamwork skills
- Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business
What the job involves
- 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 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)
- Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web
- Remote support, deployment and knowledge transfer
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow–ups finished in a timely manner
- 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 working closely with Development, Sales, Quality Assurance, and Marketing
- Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc
- Travel may be required to customer sites in the event of a critical situation to expedite resolution
- Work shoulder to shoulder with the Sales and Sales Engineering Teams
Our take
With cyber threats evolving at lightening speed, businesses need robust solutions to protect their data and infrastructure. And the global cybersecurity market is projected to grow significantly, driven by increasing cyberattacks and the adoption of digital transformation initiatives. Because of this, companies are seeking security platforms that can address these challenges efficiently.
That's where Palo Alto Networks steps in, a frontrunner in the cybersecurity arena. It offers a suite of AI-powered security solutions designed to safeguard enterprises across various sectors. Its platforms, such as Cortex XSIAM and Prisma AIRS, integrate advanced threat detection, zero trust architecture, and real-time response capabilities so organizations are ready to manage and mitigate risks.
Its leadership is evident too, with impressive growth and strategic partnerships. Recently the company surpassed $1.5M in sales through the Google Cloud Marketplace, highlighting the demand for its innovative security solutions. Additionally, a collaboration with AT&T aims to enhance cybersecurity offerings, further solidifying its position in the market.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Sep 2022
$34m
SERIES A
May 2022
$11m
SEED
Total funding: $45m
Company benefits
- Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans — including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more — are available to you and your family. Our providers offer the flexibility you want and the coverage you need
- Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness
- Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability
- Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact – on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000
- Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave
- Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day. Life at Palo Alto Network
Company HQ
Santa Clara, CA
Leadership
Nikesh Arora
(CEO & Chairman)Previously the President and COO at SoftBank, CBO at Google, and CMO at T-Mobile.
Nir Zuk
(Founder & CTO)Previously CTO at NetScreen Technologies, which was acquired by Juniper Neworks in 2004. They also co-founded OneSecure where they served as CTO and was the Principal Engineer at Check Point Software Technologies.
Lee Klarich
(CPO)Initially joined Palo Alto in 2006 as the EVP of Product Management and became CPO in 2018. Prior to this, they were the Director of Product Management at Juniper Networks and a Product Line Manager at NetScreen Technologies.
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