Senior Technical Support Engineer
Core
Senior Technical Support Engineer providing post-sales technical assistance, troubleshooting complex network security issues, and acting as a trusted advisor to top-tier customers in the cybersecurity industry.
Role type
Senior hands-on IC Technical Support Engineer
Builds
Customer security posture and successful product adoption through rapid issue resolution and proactive risk mitigation
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Network security troubleshooting, TCP/IP and routing protocols, VPN technologies (IPSEC, PKI, SSL), multi-vendor firewall expertise, packet flow analysis, network operations (SNMP, IPv6, NAT), authentication protocols, technical documentation, stakeholder communication
Preferred skills
Cloud virtualization (AWS, Azure, VMWare), OS debugging (Windows, Linux, macOS), Python/Shell scripting, multi-vendor appliance experience
Technologies
Palo Alto Networks firewalls, Prisma Access, Cisco Firepower, Checkpoint, Wireshark, GNS3, IPSEC, PKI, SSL, BGP, OSPF, EIGRP, LDAP, TACACS+, Radius (via careerplan.io/jobs/JR-023086-senior-technical-support-engineer-at-paloaltonetworks)
Responsibilities
Deliver expert-level technical assistance and resolve complex security issues via troubleshooting and configuration guidance; take ownership of support cases from initiation to resolution including root cause analysis; act as a trusted advisor communicating solutions to technical and executive stakeholders; collaborate with cross-functional teams to drive customer experience; conduct Quarterly Business Reviews and provide release planning; identify product defects through lab replication and testing; work with Engineering/QA to file bug reports and improve software quality; author technical support bulletins and troubleshooting guides; travel to customer sites for critical issue resolution; leverage AI-powered diagnostic tools to accelerate analysis.
Seniority
Senior, hands-on IC