Senior Technical Support Engineer- NAM shift
Core
Provide Tier 3 technical support and root cause analysis for complex cybersecurity issues, serving as a subject matter expert for customers and partners.
Role type
Senior Technical Support Engineer (Cybersecurity)
Builds
Secure network environments and client support workflows
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Tier 3 troubleshooting, fault isolation, root cause analysis, Remote Access VPN configuration, IPSEC, PKI, SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS), Firewall Central Management Systems, multi-factor authentication, IDS/IPS, next-generation firewalls, network debugging with mixed media and protocols
Preferred skills
Windows/Linux/macOS debugging, competitor product familiarity (Cisco, Checkpoint, Juniper, Fortinet), industry certifications (PCNSA, PCNSe, CISSP)
Technologies
Palo Alto Networks Firewall Central, Remote Access VPN, IPSEC, PKI, SSL, LDAP, RADIUS, IDS/IPS
Responsibilities
Provide Tier 3 technical support for escalations, deliver expert guidance on configurations and troubleshooting, manage the lifecycle of support cases, perform in-depth fault isolation and root cause analysis, collaborate with engineering teams to file bugs and advocate for features, develop technical documentation and knowledge base articles, lead case swarming sessions and provide technical training
Seniority
Senior, hands-on IC
