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Palo Alto Networks
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Senior Technical Support Engineer

Job Expired: This job listing has expired.

Senior Technical Support Engineer

Palo Alto Networks

5 - 10 years

25 - 30 Lacs

Bengaluru

Posted:8 months ago| Platform:

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Skills Required

VMware Networking LDAP DNS HTTP Windows microsoft Troubleshooting Technical support Firewall

Work Mode

Work from Office

Job Type

Full Time

Job Description

You will work firsthand with our valued customers to address their complexpost-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll 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 youll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

Provide Tier-3 Technical Support to customers and partners across JAPAC

Provide configurations, troubleshooting and best practices to customers

Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed 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.

Travel to customer sites in the event of a critical situation to expedite resolution as required

Provide on-call support 24x7 on an as-needed basis

Qualifications

Your Experience

Minimum (Must Have)

Minimum 5 years of experience in a Technical Support environment

Expertise with Network Protocols and Technologies, such as TCP/IP, DNS, IP routing, HTTP/HTTPS, Remote Access VPN solutions, IPSEC, PKI & SSL, Authentication Protocols (LDAP, RADIUS, etc.)

Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required

Flexibility to work shifts including afternoons, evenings, weekends, and public holidays

Preferred (Nice to Have)

Excellent written and verbal communication skills

Attention to detail, fast learner and excellent communication skills - Be able to communicate technical information in a simplified, easy to understand manner

Demonstrate ability to work in a cross functional environment which involves coordination with different teams such as Sales/Pre Sales/Product Management/Engineering

Virtualization experience (AWS, Azure, VMWare, OpenStack)

Experience working with a multi-factor authentication (MFA) security system (tokens, certificates, CAC cards, and similar)

Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products

Experience working with Firewall Central Management Systems

Experience with Windows and MAC OS (Debugging, Editing Registries, Plist, etc.)

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Cybersecurity

Santa Clara

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Senior Technical Support Engineer