Jobs via Dice
Sr. Technical Support Engineer, NGFW
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Responsibilities
Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e‑mail, and web
Primary escalation point for technical issues that are unable to be resolved by front line support engineers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow‑ups are completed in a timely manner
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
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Identify product defects (code, environment) and file bug reports with the engineering team and coordinate with Quality Assurance teams to improve overall software quality per release cycle
Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer‑facing forums and other technical documentation
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
Provide weekend and holiday on‑call support on an as‑needed basis
Qualifications
5+ years of relevant support experience
Proven ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
In‑depth understanding of Networking concepts and experience with multi‑vendor networking devices such as routers, switches, firewalls
In‑depth experience in routing and switching (OSPF, BGP, VLAN, STP)
Experience with security protocols (IPSEC, SSL‑VPN, NAT)
Required strong experience with TCP/IP, HTTP, PKI & SSL
Experience with Authentication Protocols (SAML, MFA, LDAP, Radius / TACACS)
Experience in system administration side managing Windows, MAC, Linux client operating systems
Excellent written and spoken communication skills
Ability to work independently, as well as contributing as a team player
Prior experience working in similar vendor Technical Support Centers is plus
Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus
Industry Certifications a plus
Compensation Disclosure The 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 $103,400 - $167,200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
Employment Relationship Full‑time
EEO Statement 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?: Yes
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Responsibilities
Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e‑mail, and web
Primary escalation point for technical issues that are unable to be resolved by front line support engineers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow‑ups are completed in a timely manner
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
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Identify product defects (code, environment) and file bug reports with the engineering team and coordinate with Quality Assurance teams to improve overall software quality per release cycle
Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer‑facing forums and other technical documentation
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
Provide weekend and holiday on‑call support on an as‑needed basis
Qualifications
5+ years of relevant support experience
Proven ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
In‑depth understanding of Networking concepts and experience with multi‑vendor networking devices such as routers, switches, firewalls
In‑depth experience in routing and switching (OSPF, BGP, VLAN, STP)
Experience with security protocols (IPSEC, SSL‑VPN, NAT)
Required strong experience with TCP/IP, HTTP, PKI & SSL
Experience with Authentication Protocols (SAML, MFA, LDAP, Radius / TACACS)
Experience in system administration side managing Windows, MAC, Linux client operating systems
Excellent written and spoken communication skills
Ability to work independently, as well as contributing as a team player
Prior experience working in similar vendor Technical Support Centers is plus
Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus
Industry Certifications a plus
Compensation Disclosure The 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 $103,400 - $167,200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
Employment Relationship Full‑time
EEO Statement 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?: Yes
#J-18808-Ljbffr