Senior Technical Support Engineer
Core
Senior Technical Support Engineer providing expert-level troubleshooting, root cause analysis, and configuration guidance for complex cybersecurity issues to top-tier customers.
Role type
Senior IC Technical Support Engineer
Builds
Customer security posture and product reliability through rapid issue resolution and feedback loops to Engineering/QA
Domain
Cybersecurity / Network Security
Required skills
Network Security, TCP/IP, LAN/WAN, Routing protocols (BGP, OSPF, EIGRP), Remote Access VPN (IPSEC, PKI, SSL), Network troubleshooting, Wireshark, GNS3, Authentication protocols (LDAP, TACACS+, Radius)
Preferred skills
Virtualization (AWS, Azure, VMWare, OpenStack), OS debugging (Windows, MAC OS, Linux), Python/Shell scripting, Multi-Vendor firewall experience (Cisco, Palo Alto, Checkpoint), Executive stakeholder communication
Technologies
Palo Alto Networks, Prisma Access, Cisco Firepower, Checkpoint, Wireshark, GNS3
Responsibilities
Deliver expert-level technical assistance and troubleshooting for complex security issues; Take ownership of support cases from initiation to resolution including multi-vendor troubleshooting; Act as a trusted advisor communicating solutions to technical and executive stakeholders; Collaborate with cross-functional teams (Account, Sales, Marketing) to drive customer experience; Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and release planning; Serve as a subject matter expert identifying product defects via lab replication and testing; Work with Engineering and QA to file bug reports and improve software/hardware quality; Author Technical Support Bulletins and troubleshooting guides; Travel to customer sites to expedite critical issue resolution.
Seniority
Senior, hands-on IC