Sr. Technical Support Engineer, Focused Services, NGFW
Core
Senior Technical Support Engineer providing post-sales troubleshooting, root cause analysis, and strategic support for complex network security issues for enterprise customers.
Role type
Senior IC technical support engineer (network security)
Builds
Production support workflows and customer security posture improvements
Domain
Cybersecurity / Network Security
Required skills
Advanced network analysis, OSI debugging, multi-vendor troubleshooting, AI-powered diagnostic tools, enterprise authentication protocols, technical asset authoring, stakeholder communication
Preferred skills
Virtualization (AWS/Azure/VMWare), OS debugging (Windows/Mac/Linux), Python/Shell scripting, multi-vendor security appliance experience
Technologies
Wireshark, tcpdump, GNS3, LDAP, TACACS+, Radius, Palo Alto NGFW, Cisco Firepower, Prisma Access
Responsibilities
Replicate customer network issues in lab environments to expedite resolution; Leverage AI tools to accelerate root-cause analysis; Conduct weekly reviews, root cause analysis, and quarterly business reviews; Partner with cross-functional teams to address software defects and strategic requests; Author technical support bulletins and troubleshooting guides
Seniority
Senior, hands-on IC