Palo Alto Staff Technical Support Engineer - Firewall 

India, Karnataka, Bengaluru 

757693892

Being the cybersecurity partner of choice, protecting our digital way of life.

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. 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.

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).

Your Impact

• Provide Technical Support to customers and partners

• T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks

• 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

• Provide fault isolation and root cause analysis for technical issues

• Preparing detailed RCA documents for official submissions to customers

• 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.

• Working with engineering on filling bugs and working with product teams on feature requests

• Working on Hot / Risk technical escalations from the region or other theaters

• Lead case swarming and training sessions for frontline teams

• Willing to work in flexible and varying shift times, including weekends and evenings

Your Experience

• More than 8 years of customer-facing technical support experience

• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)

• Experience working with Firewall Central Management Systems

• Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)

• Working knowledge of Security services (IDS/IPS, Firewalls etc.)

• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required

• Excellent English written and verbal communication skills are required

• Experience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)

• Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus

• Willing to work in flexible and varying shift times including weekends and evenings is a plus

• Travel to customer sites in the event of a critical situation to expedite resolution as required (if needed) is a plus

You’ll be involved in implementing new products, transitioning from old products to new, and will fix 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 of providing the best customer support in the industry.

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.