Senior Technical Support Engineer - Virtualisation SME

Your Career

In this role, you will provide post-sales technical support to EMEA-based customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations.  You will also work with Development, Sales, Q/A, and Marketing to build positive customer experience.

Your Impact

Provide Tier 3 level Technical Support to customers and partners in EMEA

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.

Occasionally participation in on-call duties

Assist in developing and documenting threat specific escalation processes

Internal Tool Development

Technical Case Audits - Identify educational opportunities

Your Experience

• 5+ years of experience in a Technical Support environment is required
• Wireshark/TCPDump packet capture troubleshooting – specifically with HTTP/SSL/SMB
• Expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
• Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
• Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP, etc)
• Virtualization experience in one or multiple public (AWS, Azure, GCP, OCI and Alibaba Cloud) and private (VMware vSphere ESXi, vCenter, NSX-T, KVM, Windows Hyper-V, Nutanix) cloud services
• Understanding of general virtualization concepts on compute, storage and networking
• Familiarity with Linux
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
• Excellent written and verbal communication skills
• Flexibility to work shift hours as required to support EMEA-based customers, including afternoons, evenings, and weekends

Preferred (Nice to Have)

• Programming experience, shell/perl/python scripting, and understanding of malnets
• Experience with Layer 7 application protocols (DNS,  DHCP,  FTP,  HTTP/HTTPS) 
• Experience with Cisco security products, Checkpoint, Juniper, Fortinet 
• Knowledge of Authentication Protocols (Radius /TACACS)
• Experience with containers (e.g. Docker, podman) and container orchestration (Kubernetes)
• Security clearance

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  [email protected].

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.