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Senior Technical Support Engineer- SD-WAN

Company: Palo Alto Networks
Location: Hamden
Posted on: May 16, 2022

Job Description:

Company DescriptionOur MissionAt 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.We re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.Job DescriptionYour CareerYou will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means you ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).Your Impact

  • Work with customers to provide Technical Support of complex WAN architectures and network issues
  • Replicate customer environments and network issues as needed to provide fault isolation and root cause analysis for technical issues
  • Provide technical expertise and guidance during testing and deployment of SD-WAN systems
  • Work with engineering if needed to provide fixes or other remediation activities
  • Manage critical customer issues and facilitate communication between customers, account teams, and engineering
  • Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.QualificationsYour Experience
    • Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
    • Experience supporting enterprise customers with complex LAN/WAN environments
    • Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch and DataCenter Architectures
    • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL
    • Ability to independently debug broad, complex and unique networks with mixed media and protocols is required
    • Experience with SD-WAN, virtualization or cloud technologies is a plus
    • Experience with Palo Alto Networks, Cisco, Checkpoint, Juniper (Netscreen), or Fortinet products a plus
    • Willing to work flexible and varying shift times including weekends and evenings
    • Industry Certifications a plus
    • Ability to work independently, as well as contributing as a team playerAdditional InformationThe TeamOur 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 CommitmentWe 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.Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at .Covid-19 Vaccination Information for Palo Alto Networks Jobs
      • Vaccine requirements and disclosure obligations vary by country.
      • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
        • The job requires accessing a company worksite
        • The job requires in-person customer contact and the customer has implemented such requirements
        • You choose to access a Palo Alto Networks worksite
        • If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Keywords: Palo Alto Networks, Hamden , Senior Technical Support Engineer- SD-WAN, Other , Hamden, Connecticut

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