Sr. Technical Support Engineer – VM Specialist
| Company | Palo Alto Networks |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Able to effectively communicate to all levels and stakeholders – internally and externally on complex technical issues
- Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture
- Ability to work independently, as well as contribute as a team player
- Knowledge of one or more virtualization hypervisors – VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V
- Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices
- Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
- Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS, Azure, GCP, OCI and Alibaba
- Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred
- Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
- Good understanding with Security Protocols (IPSEC / SSL-VPN / NAT)
- Good understanding of Unix/Linux and Windows operating systems
- Experience with Cisco, Checkpoint, Juniper(Netscreen), Fortinet is a plus
- Knowledge of traffic generation tools and scripting languages is a plus
Responsibilities
- 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
- Travel to customer sites in the event of a critical situation to expedite resolution as required
- Provide on-call support 24×7 on an as-needed basis
Preferred Qualifications
- Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
- Experience with Cisco, Checkpoint, Juniper(Netscreen), Fortinet is a plus
- Knowledge of traffic generation tools and scripting languages is a plus