SENIOR TECHNICAL SUPPORT ENGINEER / PRISMA SD-WAN

Company DescriptionOur MissionAt Palo Alto Networks® everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.Our Approach to WorkWe lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!Job DescriptionYour 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 ImpactWork with customers to provide Technical Support of complex WAN architectures and network issuesReplicate customer environments and network issues as needed to provide fault isolation and root cause analysis for technical issuesProvide technical expertise and guidance during testing and deployment of SD-WAN systemsWork with engineering if needed to provide fixes or other remediation activitiesManage critical customer issues and facilitate communication between customers, account teams, and engineeringServe as the customer advocate for timely resolution of issues and for problem reproduction and escalationPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseManage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely mannerReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.QualificationsYour ExperienceAble to effectively communicate to all levels and stakeholders - internally and externally on complex technical issuesExperience supporting enterprise customers with complex LAN/WAN environmentsDeep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch and DataCenter ArchitecturesExpertise with Remote Access VPN solutions, IPSEC, PKI & SSLAbility to independently debug broad, complex and unique networks with mixed media and protocols is requiredExperience with SD-WAN, virtualization or cloud technologies is a plus Experience with Palo Alto Networks, Cisco, Checkpoint, Juniper (Netscreen), or Fortinet products a plusWilling to work flexible and varying shift times including weekends and eveningsIndustry Certifications a plusAbility to work independently, as well as contributing as a team playerAdditional InformationThe TeamOur 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 CommitmentWe’re trailblazers that dream big, 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 accommodations@paloaltonetworks.com.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.Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.