Sr. Technical Support Engineer, Prisma SD-WAN, Focused Services

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.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Job Summary
As a designated customer advocate under Focused Services, you will work firsthand with our valued customers to address complex post-sales concerns, requiring in-depth evaluation of various factors. You will serve our customer base by providing tailored technical support, managing escalations, and conducting weekly reviews and root cause analysis for critical issues. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and stronger cybersecurity.

Key Responsibilities

• Provide advanced-level technical support to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions.
• Utilize fault isolation and root cause analysis skills to diagnose and resolve complex technical issues, reproducing customer problems to identify critical defects.
• Manage and respond to incoming support inquiries via phone and email, adhering to established Service Level Agreements (SLAs).
• Perform advanced troubleshooting at the application and OS levels, identifying the area of fault (code, environment, or configuration) and collaborating with appropriate teams for a fix.
• Facilitate root cause investigations for critical incidents and manage the implementation of corrective and preventative measures.
• Collaborate with engineering by filing detailed bug reports and develop test plans with QA to improve overall product quality.
• Author technical documentation, including knowledge base articles and support bulletins, to enable internal teams and customers.
• Work to reproduce customer issues and qualified critical issues
• Respond to user-reported issues in adherence to established Service Level Agreements
• 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
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures Be the subject matter expert on core technologies of Palo Alto Networks product line
• File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• 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
• Travel to customer sites in the event of a critical situation to expedite resolution as required

Qualifications

Required Qualifications

• Minimum of 5 years of network security experience along with strong communication and customer service skills
• In depth, hands on network troubleshooting skills
• 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.)
• 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.)
• The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
• Excellent written and verbal communication skills
• 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
• Willingness to work outside of normal business hours, including weekends (As business needs dictates)

Preferred Qualifications

• Knowledge of SD-WAN architectures.
• Experience with Multi-factor Authentication protocols (2FA, RADIUS, LDAP, AD).
• Experience with competitor products from Cisco, Checkpoint, or Juniper.

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 doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You'll 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, 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.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $108000/YR - $162,000/YR.The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, 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

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.

Is role eligible for Immigration Sponsorship?: Yes