Being the cybersecurity partner of choice, protecting our digital way of life.
Your Career
In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development, Sales, Q/A, and Marketing to build positive customer experience.
Your Impact
- Provide Tier 3 level Technical Support to customers and partners
- Provide troubleshooting and best practices to customers
- Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
- 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.
- Occasionally participation in on-call duties
- Assist in developing and documenting threat specific escalation processes
- Internal Tool Development
- Perform Senior Engineer due diligence with respect to Malware or Exploit analysis
- Work directly with ETAC, PanAV, DevOps and Software - Engineering to get customer problems resolved
- Technical Case Audits - Identify educational opportunities
Your Experience
- Excellent written and verbal communication skills
- Fluent knowledge of English
- Previous experience in a Technical Support environment is required
- Wireshark/TCPDump packet capture troubleshooting – specifically with HTTP/SSL/SMB
- Technical skills - expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
- Technical skills - High level knowledge in regular expressions and evasion/obfuscation techniques, URL filtering
- Strong knowledge of TCP/IP
- Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)
- Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
- Security role experience, such as handling of malware responses
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required
- Nice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearance
- Linux
- Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plus
- Experience with Authentication Protocols (Radius /TACACS) is a plus
You’ll be involved in implementing new products, transitioning from old products to new, and fixing 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 on providing the best customer support in the industry.
All your information will be kept confidential according to EEO guidelines.
