Senior Technical Support Engineer
Core
Senior Technical Support Engineer providing Tier 3 support, root cause analysis, and technical guidance for complex cybersecurity issues.
Role type
Senior IC technical support engineer (cybersecurity)
Builds
Production support services and knowledge base documentation for Palo Alto Networks customers
Domain
Cybersecurity / Network Security
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 Systems, multi-factor authentication, IDS/IPS, next-generation firewalls, complex network debugging (via careerplan.io/jobs/JR-012789-senior-technical-support-engineer-at-paloaltonetworks)
Preferred skills
Windows/Linux/macOS debugging, competitor product familiarity (Cisco, Checkpoint, Juniper, Fortinet)
Technologies
Palo Alto Networks Firewall Central, Remote Access VPN, IPSEC, PKI, SSL, LDAP, RADIUS, IDS/IPS
Responsibilities
Provide Tier 3 technical support for escalations, deliver expert guidance on configurations and troubleshooting, manage support case lifecycle, perform fault isolation and root cause analysis, collaborate with engineering teams to file bugs and advocate for features, develop technical documentation, lead case swarming sessions and provide training to frontline teams
Seniority
Senior, hands-on IC