Palo Alto Sr Technical Support Engineer Focused Services 

Poland, Masovian Voivodeship, Warsaw 

656601736

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.

YOUR IMPACT

Provide tailored troubleshooting, configuration guidance, and best practices

Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system.

Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools.

Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness.

Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides

Travel to customer sites in the event of a critical situation to expedite resolution as required.

YOUR EXPERIENCE

Minimum 7 years of technical customer support experience

Expertise in TCP/IP, LAN/WAN technologies, including routing/switching, BGP, OSPF, EIGRP

Advanced understanding of packet flow across OSI layers

Extensive experience troubleshooting Remote Access VPNs (IPsec, PKI, SSL)

Ability to independently debug complex networks with mixed media and protocols

In-depth knowledge of networking operations (TCP, UDP, SNMP, IPv6, VLSM, CIDR, NAT)

Proficiency with network troubleshooting tools: Wireshark, GNS3

Strong grasp of authentication protocols: LDAP, TACACS+, Radius

Skilled in engaging executive-level stakeholders with clear technical communication

Proven track record of effectively communicating technical concepts to diverse audiences

Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates

The below skills are a plus

Virtualization experience (AWS, Azure, VMWare, OpenStack)

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

Experience with Python or Shell scripting a plus

BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required

Excellent written and verbal communication skills

All your information will be kept confidential according to EEO guidelines.