Senior Technical Support Engineer
Core
Senior Technical Support Engineer handling escalations from Tier 1/2, providing fault isolation, root cause analysis, and technical documentation for complex post-sales cybersecurity issues.
Role type
Senior Technical Support Engineer (Cybersecurity)
Builds
Production support workflows, RCA documents, technical bulletins, and knowledge base articles for Palo Alto Networks customers. (via careerplan.io/jobs/JR-007119-1-senior-technical-support-engineer-at-paloaltonetworks)
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Complex network debugging, VPN/IPSEC/PKI/SSL configuration, Multi-factor authentication systems, Firewall management, Root cause analysis, Technical documentation, Cross-functional collaboration
Preferred skills
Windows/Linux/macOS debugging, Cisco/Checkpoint/Juniper/Fortinet experience, Flexible shift work, On-site travel
Technologies
Palo Alto Networks, Remote Access VPN, IPSEC, PKI, SSL, LDAP, RADIUS, Firewall Central, IDS/IPS
Responsibilities
Handle escalations from front-line and Tier 2 teams, Provide configurations and troubleshooting for customers, Manage support cases and track resolutions, Publish technical support bulletins and documentation, Review technical materials for training and marketing, Work with engineering on bug fixes and feature requests, Lead case swarming and training sessions
Seniority
Senior, hands-on IC