Senior Technical Support Engineer
Core
Senior Technical Support Engineer providing post-sales technical support, troubleshooting, and root cause analysis for complex network and security issues via phone, email, and web channels.
Role type
Senior IC Technical Support Engineer
Builds
Customer support solutions and documentation for Palo Alto Networks security products
Domain
Cybersecurity / Networking
Deliverable
client delivery
Required skills
TCP/IP networking protocols, routing and switching technologies (OSPF, BGP, VLAN, STP), security technologies (IPSEC, SSL-VPN, NAT, GRE), fault isolation, root cause analysis, technical documentation
Preferred skills
Cisco, Checkpoint, Juniper, Fortinet products
Technologies
Palo Alto Networks, Cisco, Checkpoint, Juniper, Fortinet
Responsibilities
Provide post-sales technical support via phone, email, and web; manage and resolve support cases; perform fault isolation and root cause analysis; replicate customer-reported issues; author and publish technical support bulletins and documentation; collaborate with Development, Sales, QA, and Marketing teams; travel to customer sites for critical issues
Seniority
Senior, hands-on IC
