Senior Technical Support Engineer

1 week ago

Singapore Palo Alto Networks Full time

Senior Technical Support Engineer (Prisma Access)
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 the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Who We Are
We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contribute to our collective success. Our values were crowdsourced by employees and are brought to life through each of us every day - from disruptive innovation and collaboration to execution. Our goal is to create an environment where we all win with precision.
Job Description
Your Career
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure.
Your Impact
Provide Tier-3 Technical Support to customers and partners across JAPAC
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of 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
Qualifications
Your Experience
Minimum (Must Have)
Minimum 5 years of experience in a Technical Support environment
Expertise with Network Protocols and Technologies, such as TCP/IP, DNS, IP routing, 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
Preferred (Nice To Have)
Attention to detail, fast learner and excellent communication skills - Be able 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.
The Team
Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
Our Commitment
We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
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.
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