Sr. Technical Support Engineer, Focused Services
Core
Senior technical support engineer providing advanced post-sales troubleshooting, fault isolation, and root cause analysis for complex customer network security issues.
Role type
Senior IC technical support engineer (network security)
Builds
Secure customer network environments and resolve critical post-sales incidents
Domain
Cybersecurity / Network Engineering
Deliverable
client delivery
Required skills
Advanced network debugging, TCP/IP, BGP, OSPF, IPsec, SSL-VPN, NAT, GRE, multi-vendor firewall environments
Preferred skills
CCIE, JNCIE, CISSP, Palo Alto Networks firewalls (Panorama, VM-Series), RADIUS, TACACS+
Technologies
Palo Alto Networks, Panorama, VM-Series, BGP, OSPF, IPsec, SSL-VPN, NAT, GRE, RADIUS, TACACS+
Responsibilities
Provide advanced post-sales technical support via phone, email, and web; Manage and resolve complex customer support cases; Perform fault isolation and root cause analysis on multi-faceted network issues; Collaborate with Engineering/QA to reproduce and escalate critical bugs; Deliver remote support for product deployments; Create technical bulletins and user documentation; Travel to customer sites for hands-on support during critical situations
Seniority
Senior, hands-on IC
