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 EMEA-based 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 in EMEA
- Provide configurations, 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
- Technical Case Audits - Identify educational opportunities
Your Experience
Minimum (Must Have)
- 5+ years of experience in a Technical Support environment is required
- Wireshark/TCPDump packet capture troubleshooting – specifically with HTTP/SSL/SMB
- Expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
- Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
- Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP, etc)
- Virtualization experience in one or multiple public (AWS, Azure, GCP, OCI and Alibaba Cloud) and private (VMware vSphere ESXi, vCenter, NSX-T, KVM, Windows Hyper-V, Nutanix) cloud services
- Understanding of general virtualization concepts on compute, storage and networking
- Familiarity with Linux
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
- Excellent written and verbal communication skills
- Flexibility to work shift hours as required to support EMEA-based customers, including afternoons, evenings, and weekends
Preferred (Nice to Have)
- Programming experience, shell/perl/python scripting, and understanding of malnets
- Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS)
- Experience with Cisco security products, Checkpoint, Juniper, Fortinet
- Knowledge of Authentication Protocols (Radius /TACACS)
- Experience with containers (e.g. Docker, podman) and container orchestration (Kubernetes)
- Security clearance
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.
Please note that we will not sponsor applicants for work visas for this position.
All your information will be kept confidential according to EEO guidelines.
Covid-19 Vaccination Information for Palo Alto Networks Jobs
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.
