Senior Technical Support Engineer Firewall EMEA

Role Overview: As a Technical Support Engineer at Palo Alto Networks, you will have the opportunity to work firsthand with valued customers to address their complex post-sales concerns. Your role will involve an in-depth evaluation of various factors to provide critical thinking and support in understanding methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts outside your area of expertise and detailing difficult technical issues to both non-technical and technical professionals will be crucial for your success. Key Responsibilities: - Provide technical support to customers and partners - Handle escalations from front line and Tier 2 technical support teams within Palo Alto Networks - Offer configurations, troubleshooting, and best practices to customers - Manage support cases ensuring timely resolution and follow-ups - Conduct fault isolation and root cause analysis for technical issues - Prepare detailed Root Cause Analysis (RCA) documents for official submissions - Publish Technical Support Bulletins and other technical documentation - Review technical documentation for training materials and troubleshooting guides - Collaborate with engineering on bug fixes and product teams on feature requests - Lead case swarming and training sessions for frontline teams - Be willing to work in flexible shift times, including weekends and evenings Qualifications: - More than 5 years of customer-facing technical support experience - Expertise in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols - Experience with Firewall Central Management Systems - Familiarity with multi-factor authentication security systems - Working knowledge of Security services such as IDS/IPS and Firewalls - Strong ability to independently debug complex networks with mixed media and protocols - Excellent English written and verbal communication skills - Experience with Windows, Linux, and MAC OS - Familiarity with Cisco, Checkpoint, Juniper, and Fortinet products - Willingness to work in flexible shift times, weekends, and evenings - Ability to travel to customer sites if needed Additional Details: The company's technical support team plays a critical role in enabling customer success by providing support after product purchases. The team is dedicated to evolving and staying in step with threats and technology changes to achieve the company's mission of providing the best customer support in the industry. Palo Alto Networks is committed to diversity and provides reasonable accommodations for individuals with disabilities. The company values innovation and teamwork in challenging the status quo of cybersecurity. (Note: Remote work is not available for this position. Employment type is full-time.) Role Overview: As a Technical Support Engineer at Palo Alto Networks, you will have the opportunity to work firsthand with valued customers to address their complex post-sales concerns. Your role will involve an in-depth evaluation of various factors to provide critical thinking and support in understanding methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts outside your area of expertise and detailing difficult technical issues to both non-technical and technical professionals will be crucial for your success. Key Responsibilities: - Provide technical support to customers and partners - Handle escalations from front line and Tier 2 technical support teams within Palo Alto Networks - Offer configurations, troubleshooting, and best practices to customers - Manage support cases ensuring timely resolution and follow-ups - Conduct fault isolation and root cause analysis for technical issues - Prepare detailed Root Cause Analysis (RCA) documents for official submissions - Publish Technical Support Bulletins and other technical documentation - Review technical documentation for training materials and troubleshooting guides - Collaborate with engineering on bug fixes and product teams on feature requests - Lead case swarming and training sessions for frontline teams - Be willing to work in flexible shift times, including weekends and evenings Qualifications: - More than 5 years of customer-facing technical support experience - Expertise in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols - Experience with Firewall Central Management Systems - Familiarity with multi-factor authentication security systems - Working knowledge of Security services such as IDS/IPS and Firewalls - Strong ability to independently debug complex networks with mixed media and protocols - Excellent English written and verbal communication skills - Experience with Windows, Linux, and MAC OS - Familiarity with Cisco, Checkpoint, Juniper, and Fortinet products - Willingness to work in flexible shift times, weekends, and evenings - Ability to travel to customer sites if needed Additional Details: The company's technical support