Technical Support Engineer - Santa Clara, CA

In this role, you will provide post sales technical support to Palo Alto Networks End User Customers via phone, e-mail and web. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating support cases to record progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required.

Responsibilities:

  • Provide Technical Support to customers and partners.
  • Provide configurations, troubleshooting and best practices to customers.
  • Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
  • 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, etc.
  • Travel may be required to customer sites in the event of a critical situation to expedite resolution.
  • Provide on-call support 24x7 on an as needed basis.

 Qualifications:

  • Must be willing to work flexible and varying shift times including weekends and evenings.
  • Limited to U.S. Citizens due to government requirement.
  • 5+ plus years of related experience.
  • Excellent written and verbal communication skills.
  • Required experience with TCP/IP.
  • Strong experience in Routing & Switching (OSPF / BGP / VLAN / STP).
  • Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE).
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus.
  • Experience with Authentication Protocols a plus (Radius / TACACS).
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
  • BS/MS or equivalent experience required.

Learn more about Palo Alto Networks here and check out our fast facts

 


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