mysmartpros Palo Alto Networks - Sr. Technical Support Engineer, Focused Services - Plano, TX

GVF Group of Companies


Ruminant Nutrition and Business Consultant (Red Deer/Central Alberta)
GVF Group of Companies • Red Deer, AB, Canada • via Indeed
10 days ago
Full–time
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Job description
Who we are:

The GVF Group of Companies empowers farmers to produce meat, milk, and eggs profitably and sustainably for the advancement of human lives, nutrition, and health.

Founded in 1+60, Grand Valley Fortifiers specializes in the formulation, manufacture, and sale of high-quality, leading-edge mineral premixes for swine, dairy, beef and poultry producers. We create opportunities for livestoc...
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mysmartpros


Palo Alto Networks - Sr. Technical Support Engineer, Focused Services - Plano, TX
mysmartpros • United States • via USA Remote Job Ca MySmartPros
Full–time
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Qualifications
You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
OSI and TCP/IP networking standards
Networking Operations: TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT: Static, Dynamic, and PAT
Troubleshooting Network and Networking Tools: Wireshark, GNS3
Routing Protocols: OSPF, BGP
VPN Technologies: IPsec, SSL, Site-to-Site VPN, Remote Access VPN
Authentication Protocols: LDAP, TACACS+, Radius
Virtualization experience (AWS, Azure, VMWare, OpenStack)
Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)
Multi-Vendor Exposure: Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems
BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience
Excellent written and verbal communication skills
Willingness to work outside of normal business hours (As business needs dictate)
The job requires accessing a company worksite
The job requires in-person customer contact and the customer has implemented such requirements
Benefits
We intend to offer a starting salary (includes on-target earnings = base + on target incentives for sales roles) between $104,+00/yr to $154,300/yr
The offered compensation may also include restricted stock units and a bonus
Expected salary: $104+00 - 154300 per year
Responsibilities
You 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'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
Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review
You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity
Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations)
Provide Technical Support to top-tier customers
Provide tailored troubleshooting, configuration guidance, and best practices
Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups with thorough documentation of all the troubleshooting steps in the ticketing system
Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams
Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
Be the subject matter expert on core technologies of Palo Alto Networks product line
Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
Travel to customer sites in the event of a critical situation to expedite resolution as required
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
Job description
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Job title: Sr. Technical Support Engineer, Focused Services
Company: Palo Alto Networks
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Job description: Company Description

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. 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 and our organisation as we are.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We're changing the nature of work from benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Job Description

Your Career

You 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.

Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

Provide Technical Support to top-tier customers.

Provide tailored troubleshooting, configuration guidance, and best practices.

Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups with thorough documentation of all the troubleshooting steps in the ticketing system

Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams

Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers

Be the subject matter expert on core technologies of Palo Alto Networks product line

Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools

File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle

Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness

Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides

Travel to customer sites in the event of a critical situation to expedite resolution as required

Qualifications

Your Experience

Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required

OSI and TCP/IP networking standards

Networking Operations: TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT: Static, Dynamic, and PAT

Troubleshooting Network and Networking Tools: Wireshark, GNS3

Routing Protocols: OSPF, BGP

VPN Technologies: IPsec, SSL, Site-to-Site VPN, Remote Access VPN

Authentication Protocols: LDAP, TACACS+, Radius.

The below skills are a plus:

Virtualization experience (AWS, Azure, VMWare, OpenStack)

Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)

Multi-Vendor Exposure: Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems

Technical Customer Support Background

BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience

Excellent written and verbal communication skills

Willingness to work outside of normal business hours (As business needs dictate)

Additional Information

The Team

Our technical support team is critical 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 evolves. As threats and technology change, 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.

Our Commitment

We're trailblazers that dream big, 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 evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

We 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

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, *** (including pregnancy), ****** orientation, or other legally protected characteristics.

The compensation offered for this position will depend on qualifications, experience, and work location. We intend to offer a starting salary (includes on-target earnings = base + on target incentives for sales roles) between $104,+00/yr to $154,300/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found

Covid-1+ Vaccination Information for Palo Alto Networks Jobs

Vaccine requirements and disclosure obligations vary by country.
Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:

The job requires accessing a company worksite
The job requires in-person customer contact and the customer has implemented such requirements
You choose to access a Palo Alto Networks worksite
If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

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Expected salary: $104+00 - 154300 per year
Location: Plano, TX
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Apply for the job now!
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