Senior Technical Support Engineer
1 month ago
We are seeking a highly skilled Senior Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our technical support team, you will be responsible for providing expert-level technical support to our customers and partners across JAPAC.
Key Responsibilities- Provide Tier-3 Technical Support to customers and partners across JAPAC
- Configure, troubleshoot, and provide best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Perform fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Travel to customer sites in the event of a critical situation to expedite resolution as required
- Provide on-call support 24x7 on an as-needed basis
- Minimum 5 years of experience in a Technical Support environment
- Expertise with Network Protocols and Technologies, such as TCP/IP, DNS, IP routing, HTTP/HTTPS, Remote Access VPN solutions, IPSEC, PKI & SSL, Authentication Protocols (LDAP, RADIUS, etc.)
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
- Flexibility to work shifts including afternoons, evenings, weekends, and public holidays
- Attention to detail, fast learner, and excellent communication skills - Ability to communicate technical information in a simplified, easy to understand manner
- Demonstrate ability to work in a cross-functional environment which involves coordination with different teams such as Sales/Pre Sales/Product Management/Engineering
- Virtualization experience (AWS, Azure, VMWare, OpenStack)
- Experience working with a multi-factor authentication (MFA) security system (tokens, certificates, CAC cards, and similar)
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products
- Experience working with Firewall Central Management Systems
- Experience with Windows and MAC OS (Debugging, Editing Registries, Plist, etc.)
- Mandarin, Japanese, or Korean language skills would be advantageous, but not required.
Palo Alto Networks is a leader in the cybersecurity industry, and we are committed to providing the best customer support in the industry. Our technical support team is critical to our success and mission, and we are seeking a highly skilled Senior Technical Support Engineer to join our team.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
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