Senior Technical Support Engineer- SASE
Core
Senior Tier 3 technical support engineer providing expert troubleshooting, root cause analysis, and guidance for complex SASE and security infrastructure issues.
Role type
Senior IC technical support engineer (SASE/Security)
Builds
Production support services and knowledge base documentation for enterprise customers
Domain
Cybersecurity / Network Security / SASE
Deliverable
client delivery
Required skills
Tier 3 troubleshooting, root cause analysis, 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)
Technologies
Palo Alto Networks SASE platforms, Firewall Central, PCNSA, PCNSe, CISSP
Responsibilities
Provide Tier 3 technical support for escalations, 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 to frontline teams, maintain operational readiness with flexible shift times
Seniority
Senior, hands-on IC