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

Palo Alto Networks, City of Westminster

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

Salary not available. View on company website.

Palo Alto Networks, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 28 Mar | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: c0ad77e69daf42a394d14a5c4f46c643

Full Job Description

  • Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
  • Remote support, deployment and knowledge transfer
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups 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

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

    Palo Alto Networks Sr. Technical Support Engineer, Focused Services (Security Clearance Required) in London, 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 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. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few., 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. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. We're a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently. 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.

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Direct job link

https://www.jobs24.co.uk/job/sr-technical-support-engineer-focused-services-security-124834011
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