Senior Technical Support Engineer- Prisma Access Browser
Core
Provide technical support, configurations, troubleshooting, and best practices for Palo Alto Networks' Prisma Access Browser and related security products to customers and partners.
Role type
Senior Technical Support Engineer
Builds
Customer resolution and product improvement feedback loops
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
TCP/IP, DNS, IP routing, HTTP/HTTPS, VPN, IPSEC, PKI, SSL, authentication protocols (LDAP, RADIUS), fault isolation, root cause analysis, complex network debugging, cross-functional collaboration
Preferred skills
Firewall Central Management Systems, SD-WAN, multi-factor authentication security systems, virtualization platforms (AWS, Azure, VMWare, GCP), competing security products (Cisco, Checkpoint, Fortinet)
Technologies
Prisma Access, Firewall Central, SD-WAN, AWS, Azure, VMWare, GCP, Cisco, Checkpoint, Fortinet
Responsibilities
Provide technical support, configurations, troubleshooting, and best practices to customers and partners; Manage support cases to ensure timely recording, tracking, resolution, and follow-up; Collaborate with engineering teams to resolve customer-found defects and drive product improvements; Perform fault isolation and root cause analysis for complex technical issues in customer environments; Create and publish technical documentation, such as support bulletins and knowledge base articles; Travel to customer sites for critical situations to expedite resolution when necessary; Provide on-call support on a rotational basis to address urgent customer needs
Seniority
Senior, hands-on IC
