Technical Support Engineer

Company Description
**Our Mission**

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. 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.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

**Job Description**:
**Your Career**

**Your Impact**
- Work directly with ETAC and Software Engineering to get customer problems resolved
- Have a thorough understanding of the Software release and bug cycles
- Able to isolate root cause for product defects and Reproduce customer issues in the lab
- Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results
- Networks with key contacts outside own area of expertise. Regularly participate in technical discussions with cross-functional teams
- Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
- Manage technical escalations & own complex cases
- Able to conduct multi-vendor troubleshooting
- Develop into Subject matter expert in at least one area
- Has visibility across the entire organization; leadership is recognized across the organization
- Provide coaching and mentoring to Tier 2 engineers

**Qualifications**:
**Your Experience**
- Long term experience related to the position is required; typically 5-8 years of relevant experience
- Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
- In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
- Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus
- Expert in Routing and Switching protocols (e.g. OSPF / BGP / VLAN / STP)
- Strong experience with Security Protocols (e.g. IPSEC / SSL-VPN / NAT / GRE)
- Experience with Authentication Protocols is a plus
- Ability to independently debug broad, complex and unique networks with mixed media and protocols is required
- Industry Certifications a plus
- Ability to work independently, as well as contributing as a team player
- Ability to work 2PM-11PM CT

Additional Information
**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 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.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

**Covid-19 Vaccination Information for Palo Alto Networks Jobs**
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:

- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requi