Technical Support Engineer

About the Role

This role is a contract assignment. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

• Location: Plano, TX (Hybrid)
• Duration: 12 Months

Your Career

You will work firsthand with valued customers to address their complex post-sales concerns, requiring in-depth evaluation of situations and data. You are a critical thinker in understanding methods, techniques, and evaluation criteria for obtaining results. You will 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 for better products, working environments, and cybersecurity. Your quick thinking and support to clients provides the fast assistance they need to keep their environments secure, requiring you to move quickly, thoughtfully, and provide technical assistance as needed, often in high-pressure situations. You will serve the customer base by providing technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.

Your Impact

• Respond to user-reported issues in adherence to established Service Level Agreements.
• Triage customer-reported issues and respond via ticketing system, phone, or remote sessions.
• Perform troubleshooting at the application and OS levels, using your knowledge and relevant expertise.
• Identify the area of fault (code, environment, or configuration) and work with appropriate teams to implement the fix.
• Provide timely feedback on the development process regarding customer-reported product problems.
• Document actions to effectively communicate information internally and to customers.
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

Requirements & Tech Stack

• 0-1 years of experience with Windows OS, Linux OS, and macOS based applications (Installation, troubleshooting, Debugging).

• Experience understanding malware, exploits, operating system structure, and behavior.

• Experience with MS environment (SCCM, GPO, AD, MSSQL, IIS).

• Knowledge of SIEM, vulnerability management tools, and firewalls.

• Ability to independently troubleshoot, reproduce issues, and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols.

• Experience with Android OS or iOS based applications (Installation, troubleshooting, Debugging) is a plus.

• Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC).

• Experience with batch scripting and Python is a plus.

• Knowledge of Cloud infrastructure is a plus.

• Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus.

Key Competencies

• Critical thinking and problem-solving skills.
• Strong communication skills to articulate technical issues to diverse audiences.
• Ability to work effectively under pressure and manage multiple priorities.
• Customer-focused mindset with a commitment to delivering high-quality support.

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.