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 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 rapid 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 At Palo Alto Networks we believe in the power of collaboration and value in-person interactions This is why our employees generally work full time from our office with flexibility offered where needed This setup fosters casual conversations problem-solving and trusted relationships Our goal is to create an environment where we all win with precision Your Career As a Platinum Support Engineer you will work firsthand with our valued Platinum 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 The type of Customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers Your Impact Provide post-sales technical support configurations troubleshooting and standard methodologies to customers via phone e-mail and web Provide technical services around Cloud and Network Security technologies troubleshooting and best practices observations to customers Meet enhanced response SLA s for customers who purchase our Platinum Support Offering 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 Work directly with ETAC and Engineering to get customer issues resolved Have a thorough understanding of software release and bug cycles Conduct multi-vendor troubleshooting Has visibility across the entire organization and Executive Leadership 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 Qualifications Your Experience 5 years related experience Required experience with TCP IP Ability to independently debug broad complex and unparalleled networks with mixed media and protocols required In-depth experience in routing and switching OSPF BGP VLAN Experience with security IPSEC SSL-VPN NAT GRE Prior experience in similar vendor Technical Support Centers Experience with Authentication Protocols a plus LDAP SAML Radius TACACS Excellent written and verbal communication skills Knowledge of VM and multi cloud environment is good to have Experience with Cisco Checkpoint Juniper NetScreen Fortinet products ZScaler a plus Advanced certifications such as CCIE JNCIE PCNSE - an advantage Flexibility to work shift hours as required including afternoons evenings and weekends Shift timings 6 30 AM - 3 30 PM 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 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 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 sex including pregnancy sexual orientation or other legally protected characteristics All your information will be kept confidential according to EEO guidelines