Technical Support Engineer, Focused Services, NGFW Job at Palo Alto Networks Italia (Plano)

Sr. Technical Support Engineer, Focused Services, NGFW

You will work firsthand with our valued customers to address their complex post-...

Location

United States , Plano

Salary:

108000.00 - 162000.00 USD / Year

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

Minimum of 7 years of network security experience
Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and center architectures
Advanced understanding of packet flow across multiple OSI layers
Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies
Ability to independently debug broad, complex, and unique networks with mixed media and protocols required
In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT
Proficiency with network troubleshooting tools - Wireshark, GNS3
Strong grasp authentication protocols - LDAP, TACACS+, Radius
Skilled in engaging executive-level stakeholders with clear technical communication
Proven track record of effectively communicating technical concepts to diverse audiences

Job Responsibility

Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers' organizations
Provide tailored troubleshooting, configuration guidance, and best practices
Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with Account, Sales, and Marketing teams
Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
Be the subject matter expert on core technologies of Palo Alto Networks product line
Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness

Fulltime

Security Engineer - Focused Services (Cortex)

You will work firsthand with our valued customers to address their complex post-...

Location

Israel , Tel Aviv

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

4+ years of deep technical knowledge and technical support with a strong customer focus or related experience
Experience with automation and orchestration concepts, including scripting, API usage, and workflow design
experience with SOAR platforms such as Cortex XSOAR – advantage
Proficiency with SIEM and analytics platforms such as IBM QRadar, Splunk, ArcSight, FortiSIEM, Trellix, and Cortex XSIAM, including parsing, correlation, data modeling, and dashboard development
Hands-on experience deploying and supporting Endpoint security technologies and solutions, including EDR/XDR, SOAR, and SIEM platforms. (Palo Alto Cortex XDR, McAfee Endpoint Security, Data Loss Prevention (DLP), CrowdStrike, and Symantec products)
Strong scripting and automation skills using Python, Bash, and Powershell
Experience building queries, correlations, detections, and dashboards in SIEM or analytics platforms
Understanding of security detections, alerting, incident response workflows, and threat analysis methodologies, including familiarity with MITRE ATT&CK
Experience investigating issues and incidents across network, endpoint, cloud, and identity domains, with the ability to identify root cause and reduce false positives
Strong knowledge of networking technologies and protocols, including DNS, IP routing, SSH, FTP, HTTP/HTTPS, email routing, and Internet security

Job Responsibility

Provide customers on-site support, deployment and implementation, knowledge transfer, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Provide post sales technical support, while handling support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
Work to reproduce customer issues and qualify critical issues
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
Provide on-call support 24x7 on an as needed basis
Travel may be required to customer sites in the event of a critical situation to expedite resolution
Work shoulder to shoulder with the Sales and Sales Engineering Teams

Fulltime

Sr. Technical Support Engineer, Focused Services, Strata, US Government

** To comply with U.S. federal government requirements, U.S. citizenship is requ...

Location

United States , Plano

Salary:

108800.00 - 176000.00 USD / Year

Palo Alto Networks

Expiration Date

Until further notice

Requirements

Minimum of 5 years of network security experience, with a preference for experience supporting government or public sector clients
Expertise in TCP/IP, advanced knowledge of LAN/WAN technologies, and general routing/switching
Understanding of packet flow across multiple OSI layers
Extensive experience troubleshooting Remote Access VPN solutions
Ability to independently debug broad, complex, and unique networks with mixed media and protocols
Proficiency with network troubleshooting tools
Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates
Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred
Experience working with U.S. government, federal, state, or local agencies
Virtualization experience (AWS, Azure, VMware, OpenStack)

Job Responsibility

Offer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations
Provide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements
Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
Conduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners
Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers
Be a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customers
Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides

Fulltime

Senior Technical Support Engineer

We are seeking a high-caliber Senior Technical Support Engineer specializing in ...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

5+ years of experience in a technical support or systems engineering role
At least 2 years focused on SASE or Cloud Security
Deep hands-on experience with SASE platforms, specifically Prisma Access (Mobile User & Retail/Remote Office)
Mastery of networking protocols including TCP/IP, BGP, OSPF, and IPsec VPNs
Strong understanding of security concepts such as NGFW, ZTNA, SWG, and CASB
Proficiency in network and API troubleshooting tools (e.g., Wireshark, MTR, Curl)

Job Responsibility

Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations
Debug complex routing and connectivity issues across hybrid environments, including SD-WAN integrations and BGP peering, ensuring seamless service
Perform deep-dive packet analysis (Wireshark) and log analysis to provide comprehensive Root Cause Analysis (RCA) for high-priority incidents
Act as a designated technical point of contact and advocate for premium enterprise accounts, ensuring their SASE deployment aligns with best practices
Proactively collaborate and exchange information with Product Management and Engineering to influence product improvements based on customer feedback
Manage and optimize security policies, including SSL Decryption, DLP, WildFire, and Advanced Threat Protection within the Prisma environment
Create technical documentation and knowledge base articles, and lead internal training sessions to elevate the team’s collective expertise
Mentor junior engineers, sharing knowledge and fostering a culture of continuous learning and applied problem-solving

Fulltime