Palo Alto Sr Technical Support Engineer Focused Services Firewall 

India, Karnataka, Bengaluru 

954538519

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 reactive/proactive technical support to top-tier customers
• Provide configuration review, troubleshooting and best practices to named customers
• Manage 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
• Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts

Your Experience

• 5+ years in technical support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers), specifically with firewall exposure and experience
• Excellent written and verbal communication skills
• Experience in TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP)
• Experience with Palo Alto Networks products and technology
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
• Experience with Authentication Protocols (Radius / TACACS) is preferred
• Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms
• Ability to summarise a situation clearly for executives internally and externally, and in delivering presentations to senior stakeholders
• Flexibility to work shift hours as required, including afternoons, evenings, and weekends

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.