Sr. Technical Support Engineer, Platinum Support at Palo Alto Networks

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. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll 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 ImpactProvide post-sales technical support configurations troubleshooting and standard methodologies to customers via phone e-mail and webMeet enhanced response SLAs for customers who purchase our Platinum Support OfferingHandle support cases to ensure issues are recorded tracked resolved and follow-ups finished in a timely mannerUse fault isolation and root cause analysis skills to diagnose and tackle complicated technical issuesWork to reproduce customer issues and qualify critical issuesWork directly with ETAC and Engineering to get customer issues resolvedHave a thorough understanding of software release and bug cyclesConduct multi-vendor troubleshootingHas visibility across the entire organization and Executive Leadership Publish Technical Support Bulletins and other user documentation in the Knowledge BaseBuild a positive customer experience by working closely with Development Sales Quality Assurance and MarketingResponsible for reviewing user documentation for training materials technical marketing collateral manuals problem-solving guides etc.Travel to customer sites in the event of a critical situation to expedite resolution as requiredProvide on-call support 24x7 on an as needed basis & provide coverage on weekends and public holidays as neededQualifications : Your Experience5 years of relevant support experienceRequired experience with TCP/IPAbility to independently debug broad complex and unparalleled networks with mixed media and protocols requiredIn-depth experience in routing and switching (OSPF BGP VLAN)Experience with security (IPSEC SSL-VPN NAT GRE)Prior experience in similar vendor Technical Support CentersExperience with Authentication Protocols a plus (LDAP/SAML/Radius / TACACS)Excellent written and verbal communication skillsKnowledge of VM and multi cloud environment is preferredStrong ability to independently debug broad complex and unique networks with mixed media and protocols requiredExperience with Windows and MAC OS is a plus (Debugging Editing Registries Plist etc.)Experience with Cisco Checkpoint Juniper (NetScreen) Fortinet products ZScaler a plusAdvanced certifications such as CCNP CCIE/JNCIP JNCIE/PCNSE - a plusBachelors degree or equivalent military experience required  Additional Information : 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 doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission. Youll 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 youll 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.   Compensation DisclosureThe 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/commissioned roles) is expected to be between $103400 - $167200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.Our CommitmentWere problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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.Remote Work : NoEmployment Type : Full-time Key Skills Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications Experience: years Vacancy: 1