Sr Technical Support Engineer

Provide Technical Support to customers and partners. Work with customers to troubleshoot complex WAN architectures and network issues. Replicate customer environments and networkissues as needed to provide resolution. Document issues and work with engineering if needed to provide fixes or other remediation activities. 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. Work on customer sites in the event of a critical situation to expedite resolution as required. Provide on-call support 24x7 on an as needed basis. Participate in new product development, customer training, and other support related activities. Manage technical escalations & own complex cases. Work directly with ETAC and Software Engineering to get customer problems resolved. Provide configurations, troubleshooting and best practices to customers. Train new hires and provide mentorship. Telecommuting is permitted.Ref job code C#6612319 & email resume to: Palo Alto Networks, Inc. Attn: HR, usmailresumes@paloaltonetworks.com.