Technical Support Engineer

impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary 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. 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 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, 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, 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. 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 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, remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary 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. 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 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

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 Qualifications 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. 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, 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 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. 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 accommodations@paloaltonetworks.com . 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, 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. 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, 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 Qualifications 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. 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