Cybersecurity Professional Sr. Technical Support Engineer

3 days ago

Plano, Texas, United States Palo Alto Networks Full time
Job Overview

Our team at Palo Alto Networks is seeking a skilled Cybersecurity Professional to fill the role of Sr. Technical Support Engineer. This position plays a critical part in our mission to provide exceptional support to our customers, ensuring their security infrastructure is optimized and up-to-date.

Key Responsibilities


  • Provide advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure.
  • Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers' organizations.
  • Provide tailored troubleshooting, configuration guidance, and best practices.
  • Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system.
  • Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams.
  • Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers.
  • Be the subject matter expert on core technologies of Palo Alto Networks product line.
  • Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools.
  • File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle.
  • Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness.
  • Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required.


Requirements


  • Minimum of 5 years of network security experience.
  • Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching.
  • Understanding of packet flow across multiple OSI layers.
  • Extensive experience with troubleshooting Remote Access VPN solutions.
  • Ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
  • Proficiency with network troubleshooting tools.
  • Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates.

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