Senior Technical Support Engineer - Focused Services

Our Mission

At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Description

Your CareerYou will work firsthand with our valued 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.You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).Your ImpactProvide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and webRemote support, deployment and knowledge transferHandle 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 issuesPublish 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 may be required to customer sites in the event of a critical situation to expedite resolutionWork shoulder to shoulder with the Sales and Sales Engineering Teams

Qualifications (Additional Job Description)

Please note that this role requires eligibility for Security Clearance, which includes having spent the last five years in the UK and holding British citizenship. Unfortunately, if you do not meet these requirements, we will be unable to proceed with your application. 8+ years of deep technical knowledge and technical support with a strong customer focus or related experienceAdvanced certifications such as CCIE/JNCIE/ CISSP- an advantageExcellent written and spoken communication skills, strength with establishing relationshipsAbility to independently debug broad, complex, and unparalleled networks with mixed media and protocols requiredExcellent interpersonal skills and the ability to work well independently and in a teamSelf-disciplined, self-managed, self-motivated and strong sense of ownership, urgency, and drivePassionate to learn, understand, and dissect new technology stack quickly on ownStrong project management, time management, and organizational skillsStrong analytical skills for interpreting business requirements and translating them into technical specificationsProfound knowledge in networking protocols such as - TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIPExpert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregationExperience with security (IPSEC, SSL-VPN, NAT, GRE)Prior experience in similar vendor Technical Support CentersExperience with Authentication Protocols a plus (Radius / TACACS)Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments - PANW firewalls and VM-Series - A plusExcellent problem solving, critical thinking, communication, and teamwork skillsAbility to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business