Technical Support Engineer - Plano, TX

Palo Alto Networks

Plano, TX, United States

6 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Working hours

Shift work

Job source

www.wayup.com

Tech stack

Authentication Protocols Border Gateway Protocol Software Debugging Internet Protocol Security (IP SEC) Virtual Private Networks (VPN) Open Shortest Path First (OSPF) Terminal Access Controller Access-Control System (TACACS) TCP/IP Virtual Local Area Networks Transport Layer Security Juniper Palo Alto Networks

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Job description

In this role, you will provide post sales technical support to Palo Alto Networks End User Customers via phone, e-mail and web. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating support cases to record progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required., + Provide Technical Support to customers and partners.

Provide configurations, troubleshooting and best practices to customers.
Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
Provide fault isolation and root cause analysis for technical issues.
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel may be required to customer sites in the event of a critical situation to expedite resolution.
Provide on-call support 24x7 on an as needed basis.

Requirements

Must be willing to work flexible and varying shift times including weekends and evenings.
Limited to U.S. Citizens due to government requirement.
5+ plus years of related experience.
Excellent written and verbal communication skills.
Required experience with TCP/IP.
Strong experience in Routing & Switching (OSPF / BGP / VLAN / STP).
Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE).
Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus.
Experience with Authentication Protocols a plus (Radius / TACACS).
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
BS/MS or equivalent experience required. Learn more about Palo Alto Networks here and check out our fast facts