Senior Technical Support Engineer-Platinum Support
Core
Provide advanced post-sales technical support, configuration, and troubleshooting for mission-critical systems to Platinum customers via phone, email, and web.
Role type
Senior Technical Support Engineer (Network Security)
Builds
Customer support cases, technical documentation, and resolution of complex network/security issues
Domain
Cybersecurity / Network Engineering
Deliverable
client delivery
Required skills
TCP/IP, routing and switching protocols (OSPF, BGP), network security technologies (IPsec, SSL-VPN, NAT, GRE), complex network debugging, root cause analysis, multi-vendor troubleshooting
Preferred skills
Palo Alto Networks products, PCNSE, CCIE, JNCIE, authentication protocols (LDAP, SAML, RADIUS, TACACS+), virtualization, multi-cloud environments (AWS, Azure, GCP), major vendor support experience
Technologies
Palo Alto Networks, OSPF, BGP, IPsec, SSL-VPN, NAT, GRE, LDAP, SAML, RADIUS, TACACS+, AWS, Azure, GCP
Responsibilities
Provide advanced post-sales technical support to Platinum customers; Manage and own customer support cases from initial report to final resolution; Apply expert fault isolation and root cause analysis methodologies; Systematically reproduce customer issues and collaborate with Engineering and ETAC teams; Conduct multi-vendor troubleshooting; Author and publish Technical Support Bulletins and documentation
Seniority
Senior, hands-on IC