Sr Technical Support Engineer, Platinum Support (Shift 12:00-9:00 Pacific Time)

Our MissionAt Palo Alto Networks® everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.Your CareerAs a Platinum Support Engineer, you will work firsthand with our valued Platinum 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.The type of customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers.Your Impact

Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web

Meet enhanced response SLA’s for customers who purchase our Platinum Support Offering

Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner

Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues

Work to reproduce customer issues and qualify critical issues

Work directly with ETAC and Engineering to get customer issues resolved

Have a thorough understanding of software release and bug cycles

Conduct multi-vendor troubleshooting

Has visibility across the entire organization and Executive Leadership

Publish Technical Support Bulletins and other user documentation in the Knowledge Base

Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing

Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.

Provide on-call support 24x7 on an as-needed basis

Travel may be required to customer sites in the event of a critical situation to expedite resolution

Your Experience

Required experience with TCP/IP

Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required

In-depth experience in routing and switching (OSPF, BGP, VLAN)

Experience with security (IPSEC, SSL-VPN, NAT, GRE)

Prior experience in similar vendor Technical Support Centers

Experience with Authentication Protocols a plus (LDAP/SAML/Radius / TACACS)

Excellent written and verbal communication skills

Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet and ZScaler product a plus

Knowledge of VM and multi cloud environment is preferred

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 will fix 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 of 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 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.The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be between $91,500/yr to $148,050/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here (http://benefits.paloaltonetworks.com/) .