Sr. Technical Support Engineer, Firewall @ Palo Alto Networks

• You will work firsthand with our valued customers to address their complex postsales concerns where analysis of situations or data requires an indepth 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 nontechnical and technical professionals.
• You will regularly participate in technical discussions with multifunctional 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 Impact

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web
• Remote support, deployment and knowledge transfer
• Handle support cases to ensure issues are recorded, tracked, resolved, and followups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
• Travel may be required to customer sites in the event of a critical situation to expedite resolution
• Work shoulder to shoulder with the Sales and Sales Engineering Teams