Senior Post-Sales Tech Support Engineer

Palo Alto Networks; Melbourne; On-site; AUD 100,000 - 140,000; Full time

Job summary

Palo Alto Networks in Melbourne seeks a Senior Technical Support Engineer to engage with key customers, resolve complex post‑sales issues, and evaluate multifaceted situations with critical thinking. You’ll articulate technical concepts clearly to diverse audiences and drive proactive problem solving.

You will collaborate with Development, Sales, QA, and Marketing to improve product reliability and customer satisfaction.

Qualifications

• Bachelor's degree with 4 years of experience.
• TCP/IP networking protocols and troubleshooting methods.
• Ability to debug large, complex networks independently.
• Expertise in routing and switching (OSPF, BGP, VLAN, STP).
• Security technologies including IPSEC, SSL-VPN, NAT, GRE.
• Experience in vendor Technical Support Centers.
• Strong written and verbal communication skills.

Responsibilities

• Provide post‑sales technical support via phone, email, and web channels.
• Manage support cases: record, track, resolve, and follow up.
• Apply fault isolation and root cause analysis to issues.
• Replicate customer issues and qualify critical issues.
• Publish Technical Support Bulletins and help docs in knowledge base.
• Collaborate with Development, Sales, QA, and Marketing teams.
• Review and enhance user documentation for training materials.
• Travel to customer sites in critical situations.

Skills

TCP/IP networking

Routing & switching

Security technologies

Problem solving

Written & verbal communication

Vendor tech support experience

Education

Bachelor's degree

Tools

Cisco familiarity

Fortinet familiarity

Check Point familiarity

Juniper familiarity

Job description

Palo Alto Networks in Melbourne seeks a Senior Technical Support Engineer to engage with key customers, resolve complex post‑sales issues, and evaluate multifaceted situations with critical thinking. You’ll articulate technical concepts clearly to diverse audiences and drive proactive problem solving.

You will collaborate with Development, Sales, QA, and Marketing to improve product reliability and customer satisfaction.