Senior Technical Support Engineer
Core
Provide advanced post-sales technical support and troubleshooting for complex network security issues to Platinum-tier customers.
Role type
Senior Technical Support Engineer
Builds
Technical solutions and support documentation for enterprise cybersecurity customers
Domain
Cybersecurity, Network Engineering, Technical Support
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)
Technologies
Palo Alto Networks, AWS, Azure, GCP
Responsibilities
Diagnose and resolve complex technical challenges, manage support cases from report to resolution, collaborate with Engineering and ETAC teams on bug resolution, author Technical Support Bulletins, meet enhanced response time SLAs (via careerplan.io/jobs/JR-009676-senior-technical-support-engineer-at-paloaltonetworks)
Seniority
Senior, hands-on IC