Staff Technical Support Engineer - Platinum Support
Core
Provide advanced post-sales technical support, configuration, and troubleshooting for mission-critical SASE and Cloud Security systems to Platinum customers.
Role type
Senior Staff Technical Support Engineer (SASE/Cloud Security)
Builds
Resolution of complex network and security issues for enterprise clients
Domain
Cybersecurity, SASE, Cloud Security
Required skills
SASE platforms (Prisma Access), networking protocols (TCP/IP, BGP, OSPF, IPsec VPN), security concepts (NGFW, ZTNA, SWG, CASB), fault isolation, root cause analysis, multi-vendor troubleshooting, API troubleshooting tools (Wireshark, MTR, Curl)
Preferred skills
Palo Alto Networks certifications (PCNSA, PCNSE, PCSAE), Cisco CCNP/CCIE or CISSP, identity provider integrations (SAML 2.0, Okta, Azure AD), Python or PowerShell scripting
Technologies
Prisma Access, Wireshark, MTR, Curl, SAML 2.0, Okta, Azure AD
Responsibilities
Provide advanced post-sales technical support via phone, email, and web; Manage customer support cases from report to resolution; Collaborate with Engineering and ETAC teams to resolve critical product bugs; Author Technical Support Bulletins and documentation; Conduct multi-vendor troubleshooting in integrated environments
Seniority
Senior, hands-on IC
