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Senior Technical Support Engineer
1 miesiąc temu
About the Role
We are seeking a highly skilled Technical Support Engineer to join our team at Palo Alto Networks. As a Technical Support Engineer, you will be responsible for providing post-sales technical support to our end-user customers via phone, email, and web.
Key Responsibilities:
- Provide Tier 3 level technical support to customers and partners
- Configure, troubleshoot, and provide best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
- Perform fault isolation and root cause analysis for technical issues
- Publish technical support bulletins and other technical documentation in the knowledge base
- Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Participate in on-call duties
- Assist in developing and documenting threat-specific escalation processes
- Internal tool development
- Technical case audits - Identify educational opportunities
Requirements
To be successful in this role, you will need:
- Excellent written and verbal communication skills
- Fluent knowledge of English - Knowledge of any other major European language will be an advantage
- Previous experience in a technical support environment is required
- Wireshark/TCPDump packet capture troubleshooting - specifically with HTTP/SSL/SMB
- Linux familiarity
- Technical skills - expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
- Virtualization experience (vsphere, virtualbox, hyper-v, etc)
- Nice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearance
- Strong knowledge of TCP/IP
- Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)
- Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
- Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantage
- Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plus
- Experience with Authentication Protocols (Radius /TACACS) is a plus
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required
About Us
Palo Alto Networks is a leader in the cybersecurity industry, and we are committed to providing our customers with the best possible support. Our team is dedicated to helping our customers succeed, and we are looking for talented individuals to join our team.
