Sr. Technical Support Engineer, Focused Services (Security Clearance Required)

Sr. Technical Support Engineer, Focused Services (Security Clearance Required)

• Full-time
• Department: Customer Success & Support
• Job Country: United Kingdom

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. 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 Are

We 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 contribute to our collective success. Our values were crowdsourced by employees and are brought to life through each of us every day - 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.

Your Impact

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

Please note that this role requires eligibility for Security Clearance, which includes having spent the last five years in the UK and holding British citizenship. Unfortunately, if you do not meet these requirements, we will be unable to proceed with your application.

Minimum Requirements:

1. 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience.
2. Advanced certifications such as CCIE/JNCIE/CISSP – an advantage.
3. Excellent written and spoken communication skills, strength with establishing relationships.
4. Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required.
5. Excellent interpersonal skills and the ability to work well independently and in a team.
6. Self-disciplined, self-managed, self-motivated and strong sense of ownership, urgency, and drive.
7. Passionate to learn, understand, and dissect new technology stack quickly on own.
8. Strong project management, time management, and organizational skills.
9. Strong analytical skills for interpreting business requirements and translating them into technical specifications.
10. Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP.
11. Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation.
12. Experience with security (IPSEC, SSL-VPN, NAT, GRE).
13. Prior experience in similar vendor Technical Support Centers.
14. Experience with Authentication Protocols a plus (Radius / TACACS).
15. Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM-Series – A plus.
16. Excellent problem-solving, critical thinking, communication, and teamwork skills.
17. Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business.

The Team

Our 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 the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, we stay in step to accomplish our mission.

Our Commitment

We’re problem solvers that 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 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.