Sunday, 6 March 2011

Technical Support Engineer-Palo Alto Networks Singapore


Founded by security visionary Nir Zuk, Palo Alto Networks offers real innovation in the firewall by enabling unprecedented visibility and control of applications and content – by user, not just IP address – at up to 10Gbps with no performance degradation. Based on patent-pending App-ID™ technology, our next generation firewalls accurately identify applications – regardless of port, protocol, evasive tactic or SSL encryption – and scan content to stop threats and prevent data leakage. Enterprises can for the first time embrace Web 2.0 and maintain complete visibility and control, while significantly reducing total cost of ownership through device consolidation.


In this role, you will provide post sales technical support to Palo Alto Networks End User Customers via phone, e-mail and web.

Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating support cases to record progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. Work to reproduce customer issues and qualify escalations. Traveling may be required to customer sites to assist in fault isolation and root cause analysis. Work with Development, Sales, Q/A and Marketing to build a positive customer experience.


Provide Technical Support to customers and partners
Provide configurations, troubleshooting and best practices to customers
Managing support cases to ensure 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 technical documentation in the Knowledge Base.
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel may be required to customer sites in the event of a critical situation to expedite resolution.
Provide on-call support 24x7 on an as needed basis.

Excellent written and verbal communication skills.
Required experience with TCP/IP
Strong experience in Routing & Switching (OSPF / BGP / VLAN / STP)
Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet products a plus
Experience with Authentication Protocols a plus (Radius / TACACS)
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
Education: BS/MS or equivalent experience required

Please send a copy of your resume to Kim-Khanh Tran at ktran@paloaltonetworks. com if you are interested in this position.

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