Sr. Technical Support Engineer, Focused Services

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 contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Job Description Your Impact Provide designated technical support to customers as outlined by the statement of work and industry best practices. Respond to user-reported issues in adherence to established Service Level Agreements. Triage customer reported issues and respond to them via ticketing system, phone or remote sessions. Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise. Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix. Provide timely feedback into the development process on customer-reported product problems. Document actions to effectively communicate information internally and to customers. Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

Qualifications Your Experience Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required. Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (AWS, Azure, GCP), CI/CD, Terraform, Ansible, Container Registries, Serverless a plus. Existing knowledge of, and experience with public cloud platform (XaaS) features, capabilities, and best use. Required experience with TCP/IP, and knowledge of Security Protocols and Procedures (IPSEC / SSL-VPN / NAT / GRE). Knowledge of Cloud infrastructure- ability to effectively deploy and manage cloud environments and integrate technologies that are part of customer stacks, to accurately replicate and resolve customer issues. Knowledge of SIEM, vulnerability management tools, firewalls, malware, exploits, operating system structure and behavior. Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth. BS / MS or equivalent experience required or equivalent military experience required. Experience with scripting including Python, JSON, YAML, and Bash - plus 3-5 years of relevant experience with strong communication and customer service skills.

Additional Information 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. 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 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. 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.