Senior Technical Support Engineer, SASE - NAM

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 were 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. Youre a critical thinker in understanding the methods, techniques, and

evaluation criteria for obtaining results. Youll 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 youll 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.

Work with engineering for any customer found defects and resolution.

Provide fault isolation and root cause analysis for technical issues

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.

Travel to customer sites in the event of a critical situation to expedite

resolution as required

Provide on-call support 247 on an as-needed basis

Your Experience

4-8 years in a Technical Support environment is required

Excellent written and verbal communication skills - Business level in English

Expertise with Network Protocols and Technologies, such as TCP/IP, DNS,

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

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

Strong ability to independently debug broad, complex, and unique networks

with mixed media and protocols required

Ability to work well in a diverse team environment

Attention to details, fast learner and excellent communication skills - Be able

to communicate technical information in a simplified, easy to understand

manner

Demonstrate ability to work in a cross functional environment which involves

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

Management/Engineering

Preferred

Experience working with Firewall Central Management Systems

Experience working with SD-WAN

Experience working with a multi-factor authentication security system

(tokens, certificates, CAC cards, and similar)

Virtualization experience (AWS, Azure, VMWare, OpenStack, GCP)

Experience with Windows and MAC OS is a plus (Debugging, Editing

Registries, Plist, etc.)

Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet

products a plus