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 challenges.
Role type
Senior IC technical support engineer (network security)
Builds
Production support solutions and customer security posture improvements
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Network security troubleshooting, OSI layer analysis, TCP/UDP/SNMP/IPv6/NAT, Wireshark/tcpdump/GNS3, LDAP/TACACS+/Radius, technical writing, stakeholder communication
Preferred skills
Cloud virtualization (AWS/Azure/VMWare), OS debugging (Windows/Mac/Linux), Python/Shell scripting, multi-vendor firewall experience
Technologies
Palo Alto NGFW, Prisma Access, Cisco Firepower, Checkpoint, Wireshark, tcpdump, GNS3
Responsibilities
Replicate customer network issues in lab environments to expedite resolution; Leverage AI-powered diagnostic utilities and automated log analyzers for root-cause analysis; Conduct weekly reviews, root cause analysis, upgrade planning, and quarterly business reviews; Author technical support bulletins and troubleshooting guides; Partner with cross-functional teams to address software defects and strategic requests
Seniority
Senior, hands-on IC
