Senior Technical Support Engineer- SD-WAN
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Palo Alto Networks Senior Technical Support Engineer- SD-WAN Barcelona , Spain Apply Now
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 as we are.
We’re changing the nature of work. Palo Alto Networks is evolving 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.
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
Work with customers to provide Technical Support of complex WAN architectures and network issues
Replicate customer environments and network issues as needed to provide fault isolation and root cause analysis for technical issues
Provide technical expertise and guidance during testing and deployment of SD-WAN systems
Work with engineering if needed to provide fixes or other remediation activities
Manage critical customer issues and facilitate communication between customers, account teams, and engineering
Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Your Experience
Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
Experience supporting enterprise customers with complex LAN/WAN environments
Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e. g BGP, OSPF, EIGRP), branch and DataCenter Architectures
Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL
Ability to independently debug broad, complex and unique networks with mixed media and protocols is required
Experience with SD-WAN, virtualization or cloud technologies is a plus
Experience with Palo Alto Networks, Cisco, Checkpoint, Juniper (Netscreen), or Fortinet products a plus
Willing to work flexible and varying shift times including weekends and evenings
Industry Certifications a plus
Ability to work independently, as well as contributing as a team player
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.
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, 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.
Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
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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