Senior Technical Support Engineer, NGFW - Swing Shift

ZipRecruiter; Santa Clara (CA); On-site; USD 94,000 - 152,000; Full time

Job summary

A leading cybersecurity company is seeking a Platinum Support Engineer to provide exceptional post-sales support to high-profile clients. This role involves resolving complex technical issues, ensuring customer satisfaction, and collaborating with various teams to enhance the overall experience. Candidates should have a strong technical background and excellent communication skills.

Qualifications

• Minimum 5 years of relevant experience.
• Proficiency with TCP/IP and complex network debugging.
• Experience with routing and switching protocols.

Responsibilities

• Provide post-sales technical support via phone, email, and web.
• Meet SLA commitments for Platinum Support customers.
• Use fault isolation and root cause analysis to diagnose issues.

Skills

TCP/IP

Complex network debugging

Routing protocols (OSPF, BGP)

Security protocols (IPSEC, SSL-VPN)

Excellent communication skills

VM and multi-cloud environments

Education

Bachelor's degree or equivalent military experience

Tools

Cisco

Checkpoint

Juniper

Fortinet

ZScaler

Job description

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. Our vision is a world where each day is safer and more secure than the one before. We are a company built on challenging and disrupting the status quo, and we seek innovators committed to shaping the future of cybersecurity.

Who We Are

We take our mission seriously. We are relentless in protecting our customers and believe that the unique ideas of every team member contribute to our collective success. Our values, crowdsourced from employees, are demonstrated daily through disruptive innovation, collaboration, integrity, and inclusivity.

As part of our team, you will shape the future of cybersecurity. We value ongoing learning and respect individual needs, offering development and wellbeing programs including FLEXBenefits, mental and financial health resources, and personalized learning opportunities.

We believe in collaboration and in-person interactions, with most employees working full-time from our offices with flexibility as needed, fostering casual conversations, problem-solving, and trusted relationships.

Job Description

Your Career

As a Platinum Support Engineer, you will work directly with our valued Platinum customers to resolve complex post-sales issues, requiring in-depth evaluation and analysis. You will be a critical thinker, capable of understanding and explaining technical issues to both technical and non-technical audiences.

Our Platinum Service caters to customers managing critical infrastructures, requiring guaranteed response times and enhanced support for mission-critical systems. It is a premium support level for our high-profile clients.

Your Impact

• Provide post-sales technical support via phone, email, and web.
• Meet SLA commitments for Platinum Support customers.
• Record, track, and resolve support cases promptly.
• Use fault isolation and root cause analysis to diagnose issues.
• Reproduce customer issues and work with engineering teams for resolution.
• Understand software release cycles and bug management.
• Conduct multi-vendor troubleshooting.
• Engage with organizational and executive stakeholders.
• Publish technical support bulletins and documentation.
• Collaborate with development, sales, QA, and marketing teams to enhance customer experience.
• Review user documentation and training materials.
• Travel to customer sites for critical issues as needed.
• Provide 24x7 on-call support and coverage during weekends and holidays.

Qualifications

Your Experience

• Minimum 5 years of relevant experience.
• Proficiency with TCP/IP and complex network debugging.
• Experience with routing and switching protocols (OSPF, BGP, VLAN).
• Knowledge of security protocols (IPSEC, SSL-VPN, NAT, GRE).
• Experience in vendor technical support centers.
• Familiarity with authentication protocols (LDAP, SAML, RADIUS, TACACS).
• Excellent communication skills.
• Knowledge of VM and multi-cloud environments.
• Experience with Windows and Mac OS debugging and editing registries or plist files.
• Experience with Cisco, Checkpoint, Juniper, Fortinet, ZScaler products is a plus.
• Advanced certifications (CCNP, CCIE, JNCIP, JNCIE, PCNSE) are a plus.
• Bachelor's degree or equivalent military experience required.

Additional Information

The Team

Our technical support team is vital to our success. You will support clients post-purchase, implementing new products, resolving critical issues, and ensuring their safety. Our focus is on providing the best customer support in the industry.

Compensation Disclosure

Starting salary ranges from $94,000 to $152,000 annually, depending on experience and location. Compensation may include stock units and bonuses. Benefits details can be found here.

Our Commitment

We are committed to diversity and inclusion. If you require accommodations or assistance, contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We consider all qualified applicants without regard to race, ancestry, family or medical leave, gender, genetic information, marital status, or other protected characteristics.