Technical Support Engineer role at Palo Alto Networks focusing on advanced - level support for Public Sector customers. Addressing complex technical issues and ensuring optimal security infrastructure.
About the role
- Technical Support Engineer addressing post-sales customer concerns via phone, e-mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
Responsibilities
- Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
- 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 to customer sites for critical situations, expediting resolutions as needed
- Support includes a blend of as-needed and rotational coverage, which is subject to change.
Requirements
- 5+ years of relevant support experience
- Strong knowledge of TCP/IP
- Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols
- Solid understanding and hands-on experience with Networking and Routing protocols (ARP, DNS, DHCP, NAT, BGP etc.)
- Experience with security protocols (IPSEC, SSL-VPN, NAT)
- In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls
- Experience with Layer 7 application protocols (FTP, HTTP/HTTPS) is a strong advantage
- Excellent written and verbal communication skills.
Benefits
- Employee benefits include restricted stock units and a bonus.
- Reasonable accommodations for qualified individuals with a disability.
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