Senior Technical Support Engineer- Platinum Support (NAM Shift)
Core
Provide advanced post-sales technical support, configuration, and troubleshooting for mission-critical network and security systems for Platinum customers.
Role type
Senior Technical Support Engineer (Network Security)
Builds
Customer support cases, technical documentation, and resolution of complex network issues
Domain
Cybersecurity, Network Engineering, Cloud Infrastructure
Deliverable
client delivery
Required skills
TCP/IP, routing and switching protocols (OSPF, BGP), network security technologies (IPsec, SSL-VPN, NAT, GRE), fault isolation, root cause analysis, multi-vendor troubleshooting, technical documentation
Preferred skills
Palo Alto Networks products, CCIE or JNCIE certification, authentication protocols (LDAP, SAML, RADIUS, TACACS+), virtualization, multi-cloud environments (AWS, Azure, GCP), major networking vendor support experience
Technologies
Palo Alto Networks, AWS, Azure, GCP, OSPF, BGP, IPsec, SSL-VPN, NAT, GRE, LDAP, SAML, RADIUS, TACACS+
Responsibilities
Provide advanced post-sales technical support via phone, email, and web; Manage and own customer support cases from initial report to final resolution; Apply expert fault isolation and root cause analysis methodologies; Systematically reproduce customer issues and collaborate with Engineering teams to resolve critical product bugs; Conduct multi-vendor troubleshooting in complex network environments; Author and publish Technical Support Bulletins and documentation
Seniority
Senior, hands-on IC