About the Company
Palo Alto Networks is a cybersecurity company focused on protecting digital life. It uses AI and advanced technology to address real-world problems and improve cybersecurity.
Responsibilities
•Deliver expert technical assistance to top-tier customers, resolving complex security issues through troubleshooting, configuration guidance, and best-practice implementation
•Own support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, root cause analysis, documentation, and timely ticket updates
•Communicate technical solutions to technical and executive stakeholders
•Collaborate with Account, Sales, and Marketing teams to improve customer experience and address critical challenges
•Conduct Quarterly Business Reviews and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation
•Identify product defects through lab replication, network simulation, and performance testing
•Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality
•Conduct technical screenings, train new hires on technical and soft skills, and prepare them through process and tools training
•Create Technical Support Bulletins, training materials, and troubleshooting guides
•Provide rapid support in high-pressure situations and travel to customer sites to resolve critical issues
•Engage with cross-functional teams to improve transparency, security posture, and cybersecurity resilience
Requirements
•Minimum 7 years of network security experience
•Expertise in TCP/IP, LAN/WAN, routing and switching, routing protocols including BGP, OSPF, and EIGRP, and branch and center architectures
•Extensive experience troubleshooting Remote Access VPN solutions, including IPSEC, PKI, and SSL technologies
•Ability to independently debug complex networks with mixed media and protocols and understand packet flow across multiple OSI layers
•In-depth knowledge of TCP, UDP, SNMP, IPv6, VLSM, CIDR, NAT, static routing, dynamic routing, and PAT
•Proficiency with Wireshark and GNS3
•Strong understanding of LDAP, TACACS+, and Radius authentication protocols
•Strong technical communication skills for diverse audiences, including C-level executives, and ability to explain technical issues in business terms
•Rigorous case management, thorough documentation, and timely updates
•Willingness to work outside normal business hours as business needs dictate
•BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or equivalent related or military experience
Nice to Have
•Virtualization experience with AWS, Azure, VMWare, or OpenStack
•Experience with Windows, MAC OS, and Linux
•Python or Shell scripting
•Exposure to Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/Intrusion Prevention Systems
Conditions
•No sponsorship for work visas for this position
