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In this senior role, you will be a trusted technical partner for our valued customers, tackling their most complex post-sales challenges. You will apply in-depth analysis and critical thinking to resolve issues, acting as a key technical resource in high-pressure situations. Your work involves collaborating with cross-functional teams to enhance our products and ensure our customers' environments remain secure, directly contributing to our mission of protecting the digital world.
Job Responsibility:
Provide advanced post-sales technical support, including configuration, troubleshooting, and best practice guidance to customers via phone, email, and web
Manage and own customer support cases from initial recording to final resolution, ensuring timely follow-up and effective communication
Apply expert fault isolation and root cause analysis techniques to diagnose and resolve complex, multi-faceted technical issues in customer networks
Proactively collaborate with Engineering and QA by reproducing customer issues to qualify and escalate critical bugs, ensuring alignment on solutions
Deliver remote support for product deployments and conduct knowledge transfer sessions to empower customers and promote self-sufficiency
Contribute to team and customer success by creating and publishing technical bulletins and user documentation in the knowledge base
Build a positive customer experience by working closely with Development, Sales, and Quality Assurance teams, ensuring a unified approach to issue resolution
Travel to customer sites as needed during critical situations to provide hands-on support and expedite problem resolution
Requirements:
Bachelor of Science/Master of Science in a relevant field, equivalent experience, or equivalent military experience
8+ years of experience in a technical support or network engineering role with a strong focus on customer-facing problem-solving
Demonstrated ability to independently debug broad, complex, and large-scale networks with mixed media and protocols
Expert knowledge of TCP/IP and advanced routing protocols such as BGP (multi-homing) and OSPF (multi-area)
In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE in multi-vendor firewall environments
Nice to have:
Advanced industry certifications such as CCIE, JNCIE, or CISSP
Experience working in a technical support center for a network security vendor
Hands-on experience with Palo Alto Networks firewalls, including Panorama and VM-Series
Familiarity with authentication protocols such as RADIUS and TACACS+
What we offer:
FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees