Senior Post-Sales Technical Support Engineer

Palo Alto Networks, Inc.

North Sydney Council

On-site

AUD 120,000 - 170,000

Full time

14 days+

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Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to directly engage with key customers and resolve complex post-sales concerns. You will evaluate multifaceted situations and apply critical thinking to determine effective methods and evaluation criteria for optimal outcomes.

You will articulate intricate technical concepts to diverse audiences, collaborate with cross-functional teams, and respond swiftly in high-pressure situations to deliver timely support while ensuring the

Qualifications

Bachelor's degree with 4 years of experience.
Demonstrable experience with TCP/IP networking protocols and debugging.
Expertise in routing/switched networks including OSPF, BGP, VLAN, STP.
Background in security technologies: IPSEC, SSL-VPN, NAT, GRE.
Experience in vendor Technical Support Centers or similar.

Responsibilities

Provide post-sales technical support via phone, email, and web channels.
Manage support cases with accurate recording, tracking, resolution, and follow-up.
Perform fault isolation and root cause analysis for complex issues.
Replicate customer-reported issues and contribute to product reliability improvements.
Author and publish knowledge base content and user documentation.
Collaborate with Development, Sales, QA, and Marketing to address customer needs.
Review and enhance user training materials, manuals, and problem-solving guides.
Travel to customer sites in critical situations to expedite resolution.