Staff Technical Support Engineer

About the role

Palo Alto Networks is looking for a Staff Technical Support Engineer to act as a designated customer advocate. The role provides tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. Most teams work from the office full time, with flexibility when needed.

Key responsibilities

• Provide advanced-level technical assistance to top-tier customers and take ownership of support cases from initiation to resolution, documenting steps and closure summaries in the ticketing system
• Manage critical, multi-vendor troubleshooting cases and work closely with other teams to ensure a positive customer experience
• Use fault isolation and root cause analysis to give post-sales support, configuration and troubleshooting
• Identify product defects through lab replication using network simulation, lab automation, performance testing and validation tools
• File bug reports with engineering and develop test plans and best practices with Quality Assurance teams
• Travel to customer sites when a critical situation requires expediting resolution
• Write technical support bulletins and author technical documentation in the Knowledge Base for training materials, manuals and problem-solving guides

Required profile

• Minimum of 7 years of network security experience
• Ability to communicate technical issues clearly to technical and non-technical audiences, including executives
• Experience assessing situations, troubleshooting and avoiding escalations
• Rigorous case management practice with thorough documentation and timely updates

Required skills

• Expertise in TCP/IP, LAN/WAN, routing and switching, and routing protocols such as BGP, OSPF and EIGRP
• Understanding of packet flow across multiple OSI layers and troubleshooting of remote access VPN (IPSec, PKI, SSL)
• In-depth knowledge of TCP, UDP, SNMP, IPv6, VLSM, CIDR, NAT and authentication protocols (LDAP, TACACS+, RADIUS)
• Proficiency with Wireshark and GNS3