Senior Post-Sales Network & Security Support Engineer

Palo Alto Networks; Sydney; Presencial; AUD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

None

Descripción de la vacante

Palo Alto Networks in Sydney is seeking a Senior Technical Support Engineer to resolve complex post‑sales issues, design and implement solutions, and partner with customers to ensure security and reliability. You will diagnose, document, and escalate as needed while expanding knowledge across products and teams.

You will work with a global customer base, travel as required, and contribute to knowledge‑base improvements, ensuring outstanding support and security outcomes for our clients.

Formación

• Bachelor’s degree with 4+ years in a technical support or network engineering role.
• Strong understanding of TCP/IP and troubleshooting methodologies.
• Proven ability to debug complex networks and mixed media/protocol environments.
• Experience with routing/switching (OSPF, BGP, VLAN, STP) and security tech (IPsec, SSL-VPN, NAT, GRE).
• Previous work in vendor Technical Support Centers or similar settings.
• Clear written and verbal communication with diverse stakeholders.
• Ability to collaborate across Development, Sales, QA, and Marketing.

Responsabilidades

• Provide post-sales technical support via phone, email, and web channels.
• Manage support cases from recording to resolution with high customer satisfaction.
• Perform fault isolation and root-cause analysis of complex issues.
• Replicate customer issues and prioritize critical problems for resolution.
• Author and publish Technical Support Bulletins and knowledge base content.
• Collaborate with cross-functional teams to align on customer needs and feedback.
• Contribute to training materials and customer-facing documentation.
• Travel to customer sites in critical situations to expedite resolution.

Conocimientos

TCP/IP protocols

Network debugging

Routing & Switching

Security technologies

Vendor Technical Support

Cross-functional collaboration

Technical documentation

Educación

Bachelor’s degree

Herramientas

Cisco

Check Point

Juniper (NetScreen)

Fortinet

Descripción del empleo

Palo Alto Networks in Sydney is seeking a Senior Technical Support Engineer to resolve complex post‑sales issues, design and implement solutions, and partner with customers to ensure security and reliability. You will diagnose, document, and escalate as needed while expanding knowledge across products and teams.

You will work with a global customer base, travel as required, and contribute to knowledge‑base improvements, ensuring outstanding support and security outcomes for our clients.