Senior Technical Support Engineer
Core
Senior technical support engineer handling complex post-sales escalations, fault isolation, and root cause analysis for cybersecurity customers.
Role type
Senior IC technical support engineer (cybersecurity)
Builds
Production support services and technical documentation for Palo Alto Networks customers
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
complex network troubleshooting, root cause analysis, technical documentation, cross-functional collaboration, high-pressure incident management
Preferred skills
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, IDS/IPS, Windows/Linux/Mac OS debugging, Cisco/Checkpoint/Juniper/Fortinet product experience (via careerplan.io/jobs/JR-012788-senior-technical-support-engineer-at-paloaltonetworks)
Technologies
Palo Alto Networks, Cisco, Checkpoint, Juniper, Fortinet, IPSEC, PKI, SSL, LDAP, RADIUS, OSPF, BGP, IDS/IPS
Responsibilities
Handle escalations from Tier 1/2 teams, provide configurations and troubleshooting, manage support cases, publish technical bulletins, review documentation, work with engineering on bugs and feature requests, lead case swarming and training sessions
Seniority
Senior, hands-on IC