Technical Support Engineer - Tier 3 Virtualization Specialist

Palo Alto Networks Inc. Santa Clara , CA 95051

Posted 4 weeks ago

Our Mission

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.

Your Career

As Senior Technical Support Engineer (Tier3), Virtualization you will be the expert on Palo Alto Networks solution offerings for virtualization environments. You will be part of a small global team of Virtualization Experts in Global Customer Support and act as the "go to" Person for customer support escalations and technical queries.

Your Impact

  • Provide Technical Support to customers, partners, and Palo Alto Networks Tier2 engineers by phone, email and in person

  • Work directly with ETAC, Product Management, and Engineering to get customer problems resolved

  • Have a thorough understanding of the Software release and bug cycles

  • Able to isolate root cause for product defects and Reproduce customer issues in the lab

  • Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results

  • Networks with key contacts outside own area of expertise. Regularly participate in technical discussions with cross functional teams

  • Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer facing forums and other technical documentation

  • Manage technical escalations and own complex cases

  • Able to conduct multi-vendor troubleshooting

  • Develop into a Subject matter expert in at least one area

  • Has visibility across the entire organization; leadership is recognized across the organization

  • Provide coaching and mentoring to Tier2 engineers and develop Training Material / TOI's

  • Take part on-call shift rotation

Your Experience

  • Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

  • 1+ year(s) experience supporting Palo Alto Networks Products is definitely a plus

  • 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 contributing as a team player

  • Solid Experience supporting virtualization hypervisors such as VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V

  • Demonstrable experience 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)

  • Experience deploying third-party networking and security services into VMware NSX for vSphere

  • OpenStack experience is desirable

  • Proficient with other SDN controller technologies like OpenContrail and Nuage is desirable

  • Familiarity with data formats such as XML and JSON

  • Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)

  • Strong experience with Security Protocols (IPSEC / SSL-VPN / NAT / GRE)

  • Good understanding of Unix/Linux and Windows operating systems

  • Knowledge of traffic generation tools and scripting languages is a plus

  • Industry Certifications a plus

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

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.

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Technical Support Engineer - Tier 3 Virtualization Specialist

Palo Alto Networks Inc.