Technical Support Engineer
Core
Provide Tier 3 technical support, handling escalations from front-line and Tier 2 teams to resolve complex post-sales cybersecurity issues for customers.
Role type
Senior IC Technical Support Engineer (Cybersecurity)
Builds
Production support services and incident resolution for Palo Alto Networks customers
Domain
Cybersecurity / Networking
Deliverable
client delivery
Required skills
fault isolation, root cause analysis, technical documentation, case management, network troubleshooting, VPN configuration, firewall management, multi-factor authentication setup, security service configuration (IDS/IPS), cross-functional collaboration
Preferred skills
experience with Remote Access VPN, IPSEC, PKI, SSL, TCP/IP, authentication protocols (LDAP, RADIUS), networking technologies (ARP, LACP, 802.1Q, STP, OSPF, BGP), Firewall Central Management Systems, multi-factor authentication systems, Windows/Linux/Mac OS debugging, Cisco/Checkpoint/Juniper/Fortinet products, flexible shift work, on-site travel
Technologies
Palo Alto Networks, Cisco, Checkpoint, Juniper, Fortinet, Windows, Linux, Mac OS, VPN, IPSEC, PKI, SSL, TCP/IP, LDAP, RADIUS, IDS/IPS, OSPF, BGP
Responsibilities
Handle escalations from Tier 1 and Tier 2 support teams; provide configurations, troubleshooting, and best practices; manage support cases for tracking and resolution; perform fault isolation and root cause analysis; publish technical support bulletins and documentation; review technical materials for training and marketing; collaborate with engineering on bug fixes and feature requests; lead case swarming and training sessions for frontline teams
Seniority
Senior, hands-on IC