Senior Technical Support Engineer
Core
Senior Technical Support Engineer providing post-sales technical support, troubleshooting, and root cause analysis for complex cybersecurity and networking issues via phone, email, web, and on-site visits.
Role type
Senior IC Technical Support Engineer
Builds
Customer success and product reliability for Palo Alto Networks security products
Domain
Cybersecurity / Networking
Deliverable
client delivery
Required skills
TCP/IP networking protocols, routing and switching (OSPF, BGP, VLAN, STP), security technologies (IPSEC, SSL-VPN, NAT, GRE), fault isolation, root cause analysis, technical documentation
Preferred skills
Cisco, Checkpoint, Juniper, Fortinet products
Technologies
Palo Alto Networks, Cisco, Checkpoint, Juniper, Fortinet
Responsibilities
Provide post-sales technical support via phone, email, and web; manage and resolve support cases; perform fault isolation and root cause analysis; replicate customer-reported issues; author and publish technical documentation; collaborate with cross-functional teams; travel to customer sites for critical issues.
Seniority
Senior, hands-on IC
