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Senior Technical Support Engineer, Warsaw

Client:

Location: Warsaw, Poland

Job Category:

Other

EU work permit required:

Yes

Job Reference:

8cfa5192ba7c

Job Views:

19

Posted:

23.01.2025

Expiry Date:

09.03.2025

Job Description:

Company Description

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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We offer personalization and the opportunity to choose what works best for our employees as often as possible.

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility.

Job Description

In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. You will regularly update support cases to record the progress of calls in the call tracking system and document technical solutions in the knowledge base. You will work to reproduce customer issues and qualify escalations, collaborating with Development, Sales, Q/A, and Marketing to build a positive customer experience.

Your Impact

• Provide Tier 3 level Technical Support to customers and partners
• Provide configurations, troubleshooting, and best practices to customers
• Manage support cases ensuring issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other documentation in the Knowledge Base
• Review technical documentation for training materials and troubleshooting guides
• Occasionally participate in on-call duties
• Assist in developing and documenting threat-specific escalation processes
• Internal Tool Development
• Technical Case Audits - Identify educational opportunities

Qualifications

Your Experience

• Excellent written and verbal communication skills
• Fluent knowledge of English; knowledge of any other major European language is an advantage
• Previous experience in a Technical Support environment is required
• Wireshark/TCPDump packet capture troubleshooting experience
• Expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
• Virtualization experience (vSphere, VirtualBox, Hyper-V, etc.)
• Programming experience and scripting (shell/Perl/Python) is a plus
• Strong knowledge of TCP/IP
• Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP)
• Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
• Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantage
• Experience with security products (Cisco, Checkpoint, Juniper, Fortinet) is a plus
• Experience with Authentication Protocols (Radius / TACACS) is a plus
• Strong ability to independently debug complex networks

Additional Information

The Team

Our Technical Support team is critical to our success and mission. You will enable customer success by providing support to clients after they have purchased our products.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. We are committed to providing reasonable accommodations for all qualified individuals with a disability.

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 any legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Warszawa - Oferty pracy w okolicznych lokalizacjach