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
Customer environment security and stability
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Tier 3 troubleshooting, Remote Access VPN, IPSEC, PKI, SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS), Firewall Central Management, multi-factor authentication, IDS/IPS, next-generation firewalls, complex network debugging
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 support case lifecycle, perform fault isolation and root cause analysis, collaborate with engineering teams to file bugs and request features, develop technical documentation, lead case swarming sessions and provide training, maintain operational readiness with flexible shift times
Seniority
Senior, hands-on IC