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Sr. Technical Support Engineer, Focused Services, Prisma SDWAN

Company: Palo Alto Networks
Location: Plano
Posted on: January 13, 2022

Job Description:

Company Description

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These arent easy goals to accomplish but were not here for easy. Were here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and were looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Were changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, weve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Job Description

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Prisma SDWAN support team, you will serve our customer base by providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.

Job Description

Your Impact

  • Respond to user-reported issues in adherence to established Service Level Agreements,
  • Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
  • Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
  • Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
  • Provide timely feedback into the development process on customer-reported product problems
  • Document actions to effectively communicate information internally and to customers
  • Facilitate root cause investigations and manage the implementation of corrective and preventative measures
    Qualifications

    Your Experience
    • Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures.
    • Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
    • Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
    • Knowledge of Certificate Management, SD-WAN Architectures and providers, and PAN-OS
    • Working knowledge of Security services (IDS/IPS, Firewalls etc.)
    • Virtualization experience (AWS, Azure, VMWare, OpenStack)
    • Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)
    • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus
    • The ability to independently debug broad, complex and unique networks with mixed media and protocols is required.
    • Excellent written and verbal communication skills
    • 5 years of relevant experience with strong communication and customer service skills
      Additional Information

      The Team

      Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change, we stay in step to accomplish our mission.

      Youll be involved in implementing new products, transitioning from old products to new ones, and will fix integrations and critical issues as they are raised in fact, youll 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.

      Additional Information

      Our Commitment

      Were trailblazers that dream big, take risks, and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating, together.

      Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, weve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

      We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

      Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

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

      Disclosure required by sb19-085 (8-5-20) of the minimum compensation (includes on-target earnings = base + on target incentives for sales roles) for this role to be located in the state of Colorado. If hired in Colorado, this position starts at $104,900/yr. Depending on the position offered, restricted stock units and incentive or bonus pay may be provided as part of this compensation package. Additional benefits may be found here.by Jobble

Keywords: Palo Alto Networks, Plano , Sr. Technical Support Engineer, Focused Services, Prisma SDWAN, Engineering , Plano, Texas

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