Senior Technical Support Engineer

2 tygodni temu

Warszawa, Mazovia, Polska Palo Alto Networks Pełny etat
Job Description

Your Career

In this position, you will offer post-sales technical support to Palo Alto Networks End User Customers through phone, email, and web. It is essential to consistently update support cases to keep a record of call progress in the call tracking system and to document technical solutions and product details in the knowledge base. Your responsibilities will involve reproducing customer issues, handling escalations, and collaborating with Development, Sales, Q/A, and Marketing teams to create a positive customer journey.

Your Impact

  • Deliver Tier 3 level Technical Support to customers and partners
  • Provide troubleshooting and best practices guidance to customers
  • Manage support cases to ensure accurate tracking, resolution, and timely follow-ups
  • Offer fault isolation and root cause analysis for technical issues
  • Create Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review technical content for training materials, technical marketing collateral, manuals, and troubleshooting guides
  • Occasionally participate in on-call responsibilities
  • Contribute to the development and documentation of threat-specific escalation processes
  • Conduct Internal Tool Development
  • Perform Senior Engineer due diligence in Malware or Exploit analysis
  • Collaborate with ETAC, PanAV, DevOps, and Software Engineering to resolve customer problems
  • Conduct Technical Case Audits to identify educational opportunities

Qualifications

  • Demonstrate excellent written and verbal communication skills
  • Have proficient knowledge of English - Knowledge of any other major European language would be advantageous
  • Prior experience in a Technical Support environment is a must
  • Proficiency in Wireshark/TCPDump packet capture troubleshooting, especially with HTTP/SSL/SMB
  • Expertise in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
  • Advanced knowledge in regular expressions, evasion/obfuscation techniques, and URL filtering
  • Thorough understanding and practical experience in Routing & Switching (OSPF/BGP/VLAN/STP, etc.)
  • Solid experience with Security (IPSEC/SSL-VPN/NAT/GRE)
  • Experience in a Security role, including handling malware responses
  • Strong ability to independently troubleshoot diverse and complex networks with mixed media and protocols
  • Nice to have - programming skills, shell/perl/python scripting, understanding of malnets, security clearance;
  • Proficiency in Linux
  • Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plus
  • Knowledge of Authentication Protocols (Radius/TACACS) is beneficial

Additional Information

Our Technical Support team plays a crucial role in our success and mission. As part of this team, you play a key role in ensuring customer success post-product purchase. Our commitment to customers extends beyond the purchase — we adapt to evolving threats and technology changes to fulfill our mission.

You will be involved in implementing new products, transitioning from old to new solutions, and resolving integrations and critical issues as they arise. We proactively address technical challenges, focusing on delivering top-notch customer support.

Our Commitment

We are innovative trailblazers who challenge the cybersecurity landscape. Diversity and collaboration are at the core of accomplishing our mission.

We are dedicated to providing reasonable accommodations for individuals with disabilities. Contact us for assistance or accommodation due to a special need or disability.

Palo Alto Networks is an equal opportunity employer. We value diversity in our workplace, and all qualified candidates will be considered for employment without discrimination.

All information will be treated confidentially following EEO guidelines.

Is this role eligible for Immigration Sponsorship?: No. Note that we do not provide work visa sponsorship for this position.

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