In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development, Sales, Q/A, and Marketing to build positive customer experience.Your ImpactProvide Tier 3 level Technical Support to customers and partnersProvide configurations, troubleshooting and best practices to customersManaging support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Occasionally participation in on-call dutiesAssist in developing and documenting threat specific escalation processesInternal Tool DevelopmentTechnical Case Audits - Identify educational opportunitiesYour ExperienceExcellent written and verbal communication skillsFluent knowledge of English - Knowledge of any other major European language will be an advantagePrevious experience in a Technical Support environment is requiredWireshark/TCPDump packet capture troubleshooting – specifically with HTTP/SSL/SMBTechnical skills - expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/preventionVirtualization experience (vsphere, virtualbox, hyper-v, etc)Nice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearanceStrong knowledge of TCP/IPSolid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantageExperience with Cisco security products, Checkpoint, Juniper, Fortinet is a plusExperience with Authentication Protocols (Radius /TACACS) is a plusStrong ability to independently debug broad, complex, and unique networks with mixed media and protocols is requiredVirtualization experience in one or multiple public (AWS, Azure, GCP, OCI and Alibaba Cloud) and private (VMware vSphere ESXi, vCenter, NSX-T, KVM, Windows Hyper-V, Nutanix) cloud services. Experience with containers (e.g. Docker, podman) and container orchestration (Kubernetes) is considered a plus. Understanding of general virtualization concepts on compute, storage and networking.The TeamOur 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. As threats and technology change, we stay in step to accomplish our mission.You'll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.Our CommitmentWe're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.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 ****** .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.Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.Please mention you found this job on Startup Jobs. It helps us get more startups to hire on our site. Thanks and good luck!Be the first to apply. Receive an email whenever similar jobs are posted.Ace your job interviewUnderstand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.#J-18808-Ljbffr
