Senior Technical Support Engineer
Core
Senior technical support engineer handling complex post-sales escalations, fault isolation, and root cause analysis for cybersecurity customers. (via careerplan.io/jobs/JR-012784-senior-technical-support-engineer-at-paloaltonetworks)
Role type
Senior IC technical support engineer (network security)
Builds
Production support for Palo Alto Networks security products
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Remote Access VPN (IPSEC, PKI, SSL), TCP/IP, Authentication Protocols (LDAP, RADIUS), Networking (ARP, LACP, 802.1Q, STP, OSPF, BGP, IPv4/IPv6), Firewall Central Management, Multi-factor authentication, Security services (IDS/IPS), Root cause analysis, Technical documentation
Preferred skills
Windows/Linux/Mac OS debugging, Cisco/Checkpoint/Juniper/Fortinet experience, Flexible shift work, On-site travel
Technologies
Palo Alto Networks, Cisco, Checkpoint, Juniper, Fortinet, Windows, Linux, Mac OS
Responsibilities
Handle Tier 3 escalations from front-line teams, Provide configurations and troubleshooting, Manage support cases and track resolution, Prepare detailed RCA documents, Publish technical bulletins and documentation, Review training materials and marketing collateral, Work with engineering on bugs and feature requests, Lead case swarming and training sessions
Seniority
Senior, hands-on IC