Sr Technical Support Engineer

1 month ago

Tel AvivYafo, Israel Palo Alto Networks Full time

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 vision is a world where each day is safer and more secure than the one before. 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.

Our Approach to Work

We lead with personalization and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond

Your Career

As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.

Your Impact

  • Offer technical support to customers and partners

  • Effectively manage support cases from recording to resolution, including timely follow-ups

  • Conduct fault isolation and root cause analysis for technical issues

  • Author Technical Support Bulletins and other technical documentation in the Knowledge Base

  • Review technical content for training, marketing, manuals, and troubleshooting guides

  • Travel to customer sites for critical situations, expediting resolutions as needed

  • Provide configurations, troubleshooting, and best practices to customers

  • Collaborate with the Engineering team to influence product operability

  • Participate in weekend on-call rotation and provide after-hours support as required

  • Communicate complex technical issues effectively to internal and external stakeholders

Your Experience

  • Experience working with EDR tools

  • Experience with strong communication and customer service skills

  • Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols

  • 4+ years of experience as a Support Engineer

  • Excellent written and verbal communication skills

  • Strong customer advocacy skills and experience, ability to work in difficult customer situations

  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF).

  • Analytical troubleshooting skills in Linux, displaying problem-solving abilities

  • Strong proficiency in software and infrastructure troubleshooting, testing, and debugging

  • Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols

  • Familiarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing

  • Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)

  • Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities

  • Comfortable collaborating across diverse cross-functional teams with open communication

  • Previous experience in a customer-facing technical support role (Support Engineer) - advantageous

  • Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction

  • Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)

  • Knowledge of Cloud infrastructure a plus

  • Experience in incident response is a plus

  • Experience with scripting is a plus

  • Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus

  • A bachelor's degree in computer science or related discipline (advantageous) or equivalent military experience required

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by supporting 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 accommodations@paloaltonetworks.com .

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.

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

#LI-SS2

Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.

  • Sr Technical Support Engineer

    4 weeks ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re...

  • Sr Technical Support Engineer

    2 weeks ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re...

  • Sr Technical Support Engineer

    3 weeks ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re...

  • Technical Product Engineer

    4 days ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're...

  • Sr Technical Program Manager I

    3 weeks ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re...

  • Sr Technical Program Manager I

    2 weeks ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re...

  • Technical Solutions Engineer

    1 month ago

    Tel Aviv, Tel Aviv, Israel Unity Technologies Full time

    Tel Aviv, IsraelTechnical Solutions EngineerLocationTel Aviv, IsraelDepartmentEngineeringRequisition IDJOBREQ Role descriptionThe opportunityUnity is looking for Technical Solutions Engineer to join the Solutions Engineer Team at Aura. We are looking for someone with great technical skills and passion for innovation. You will have the opportunity to work...

  • Sr. Solutions Architect, Digital Native Business

    1 month ago

    Tel Aviv, Tel Aviv, Israel Amazon Full time

    AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success....

  • Sr. Solutions Architect, Digital Native Business

    1 month ago

    Tel Aviv, Israel Amazon Full time

    Description AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to...

  • Sr Backend Engineer

    2 weeks ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and...

  • Sr. Security Engineer- Focused Services

    1 month ago

    Tel Aviv, Tel Aviv, Israel Palo Alto Networks Full time

    Our MissionAt Palo Alto Networks everything starts and ends with our mission: protecting our way of life in the digital age by preventing successful cyberattacks. It's not a small goal. It isn't simple either, but we aren't in this for the easy answer. As a company with a foundation in challenging the way things are done, we're looking for innovators with a...

  • Sr. Backend Engineer

    1 month ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re...

  • Sr. Backend Engineer

    3 weeks ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and...

  • Technical Account Manager

    2 months ago

    Tel Aviv, Tel Aviv, Israel Amazon Full time

    Would you like to join one of the fastest-growing organizations within Amazon Web Services (AWS), and help customers of all industries and sizes gain the best value and service from AWS? AWS Enterprise Support, Technical Account Managers (TAM) support our customers' creative and transformative spirit of innovation across all technologies - including Compute,...

  • Senior Automation Infra Engineer

    1 month ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re...

  • Cloud Technical Expert

    3 weeks ago

    Tel Aviv, Israel Leidos Full time

    Description As a Cloud Technical Expert, you will be a pivotal member of our team, responsible for designing, implementing, and maintaining cloud-based solutions. You will leverage your deep technical knowledge of cloud platforms and services to support our organization's cloud infrastructure and projects. This role requires a strong foundation in cloud...

  • Cloud Technical Expert

    3 weeks ago

    Tel Aviv, Israel Leidos Full time

    Description As a Cloud Technical Expert, you will be a pivotal member of our team, responsible for designing, implementing, and maintaining cloud-based solutions. You will leverage your deep technical knowledge of cloud platforms and services to support our organization's cloud infrastructure and projects. This role requires a strong foundation in cloud...

  • Senior Automation Infra Engineer

    3 weeks ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and...

  • Senior Automation Infra Engineer

    3 weeks ago

    Tel Aviv-Yafo, Israel Palo Alto Networks Full time

    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 vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re...

  • Experienced Technical Writer

    2 months ago

    Tel Aviv, Tel Aviv, Israel CrowdStrike Full time

    #WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We're looking for people with limitless passion, a relentless focus on innovation and a fanatical...