Technical Support Engineer, Focused Services, NGFW
Core
Diagnose and resolve post-sales networking and security issues for Palo Alto Networks customers using standard troubleshooting frameworks and diagnostic tools.
Role type
Technical Support Engineer (NGFW)
Builds
Stable and secure customer network environments
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
TCP/IP suite knowledge, LAN/WAN operations, routing/switching, packet analysis (Wireshark/tcpdump), VPN troubleshooting (IPsec/SSL), authentication protocols (RADIUS/TACACS+/LDAP), case management, root-cause analysis, lab simulation, AI-powered diagnostic tool usage
Preferred skills
CompTIA Security+ certification, virtualization/hypervisor/cloud fundamentals (AWS/Azure/VMware), Unix/Linux/Windows environments, multi-vendor security appliance experience
Technologies
Wireshark, tcpdump, Palo Alto Networks NGFW, IPsec, SSL, RADIUS, TACACS+, LDAP, AWS, Azure, VMware
Responsibilities
Perform troubleshooting, configuration verification, and diagnostics for networking/security issues; manage support cases from initiation to resolution; replicate customer network issues in lab environments; partner with cross-functional teams to report product defects; document technical findings and troubleshooting techniques; leverage AI-powered diagnostic utilities to expedite knowledge retrieval.
Seniority
Mid-level, hands-on IC
