Senior Cybersecurity Support Engineer

Job 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.Who We AreWe take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported.At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.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.Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and webHandle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely mannerUse fault isolation and root cause analysis skills to diagnose and tackle complicated technical issuesWork to reproduce customer issues and qualify critical issuesPublish Technical Support Bulletins and other user documentation in the Knowledge BaseBuild a positive customer experience by working closely with Development, Sales, Quality Assurance, and MarketingResponsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.Provide on-call support 24x7 on an as needed basis & provide coverage on weekends and public holidays as neededQualificationsStrong knowledge of TCP/IPAbility to independently debug broad, complex, and unparalleled networks with mixed media and protocols required3+ years of relevant support experienceSolid understanding and hands-on experience with Networking and Routing protocols (ARP, DNS, DHCP, NAT, BGP etc.)Strong experience with Security (IPSEC / SSL-VPN)Experience with Layer 7 application protocols (FTP, HTTP/HTTPS) is a strong advantagePrior experience in similar vendor Technical Support CentersExcellent written and verbal communication skillsExperience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plusBachelor's degree or equivalent experience or equivalent military experience requiredAdditional InformationThe TeamOur technical support team is essential 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 just evolves. Our technical team provides behind-the-scenes support to meet our customer's needs. As threats and technology evolve, we stay in step to accomplish our mission.Compensation DisclosureThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $94000 - $152000/YR. The offered compensation may also include restricted stock units and a bonus.Our CommitmentWe 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.Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.