Senior Technical Support Engineer
Core
Provide post-sales technical support, troubleshooting, and root cause analysis for complex cybersecurity issues in customer environments.
Role type
Senior Technical Support Engineer
Builds
Resolves customer defects and drives product improvements through collaboration with engineering teams.
Domain
Cybersecurity / Network Engineering
Deliverable
client delivery
Required skills
TCP/IP, DNS, IP routing, HTTP/HTTPS, VPN, IPSEC, PKI, SSL, LDAP, RADIUS, fault isolation, root cause analysis, complex network debugging, technical documentation creation (via careerplan.io/jobs/JR-009532-senior-technical-support-engineer-at-paloaltonetworks)
Preferred skills
Firewall Central Management Systems, SD-WAN, multi-factor authentication, virtualization platforms (AWS, Azure, VMWare, GCP), competing security products (Cisco, Checkpoint, Fortinet)
Technologies
Firewall Central Management Systems, SD-WAN, AWS, Azure, VMWare, GCP, Cisco, Checkpoint, Fortinet
Responsibilities
Provide technical support, configurations, and troubleshooting to customers; Manage support cases for timely resolution; Collaborate with engineering teams to resolve defects; Perform fault isolation and root cause analysis; Create and publish technical documentation; Travel to customer sites for critical situations; Provide on-call support
Seniority
Senior, hands-on IC