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 Technical Support Engineer (Network Security)
Builds
Customer security posture, product quality feedback loops, and internal knowledge base resources
Domain
Cybersecurity / Network Security
Deliverable
client delivery (via careerplan.io/jobs/JR-023089-1-senior-technical-support-engineer-at-paloaltonetworks)
Required skills
Network security troubleshooting, TCP/IP and routing protocols, VPN technologies, multi-vendor firewall expertise, packet flow analysis, network operations, technical communication, lab replication
Preferred skills
Cloud virtualization, OS debugging, scripting, multi-vendor security appliances
Technologies
Wireshark, GNS3, Palo Alto Networks firewalls, Cisco Firepower, Prisma Access, Checkpoint, AWS, Azure, VMWare, Python, Shell
Responsibilities
Deliver expert-level technical assistance and resolve complex security issues; take ownership of support cases from initiation to resolution; act as a trusted advisor to technical and executive stakeholders; collaborate with cross-functional teams to drive customer experience; conduct Quarterly Business Reviews and provide risk mitigation strategies; identify product defects through lab replication and testing; work with Engineering/QA to improve software and hardware quality; author technical support bulletins and training guides; travel to customer sites for critical issue resolution.
Seniority
Senior, hands-on IC