Technical Support Engineer, Prisma Access

4 weeks ago

Plano, Texas, United States Palo Alto Networks Inc. Full time
Job Description

We are seeking a highly skilled Technical Support Engineer to join our team at Palo Alto Networks Inc. As a Technical Support Engineer, you will be responsible for providing post-sales technical support to our valued customers. Your primary focus will be on addressing complex post-sales concerns, analyzing situations or data, and providing in-depth evaluations of many factors.

You will work closely with our customers to understand their technical issues and provide timely and effective solutions. Your strong analytical and problem-solving skills will enable you to identify and troubleshoot complex technical issues, and your excellent communication skills will allow you to effectively communicate with both technical and non-technical professionals.

As a Technical Support Engineer, you will be part of a dynamic team that is committed to delivering exceptional customer support. You will have the opportunity to work on a wide range of technical issues, from network security to remote access VPN solutions, and you will be expected to stay up-to-date with the latest technologies and trends in the field.

Key Responsibilities:

  • Provide post-sales technical support to customers via phone, email, and web
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  • Identify product defects via lab replication using network simulation, lab automation, performance testing, and validation tools
  • File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software quality per release cycle
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • Provide on-call support 24x7 on an as-needed basis

Requirements:

  • Previous experience in a Technical Support environment is preferred
  • Excellent written and verbal communication skills
  • Expertise with LAN/WAN Technologies (TCP, UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic NAT, and PAT)
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, multi-factor authentication systems (LDAP, RADIUS, TACACS+, certificates, tokens, CAC cards etc)
  • Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
  • Experience working with Firewall Central Management Systems
  • Experience working with Virtualization experience (AWS, Azure, VMWare, OpenStack)
  • Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
  • Experience in Zero Trust Network Access solutions is a plus - AnyConnect, FortiClient, Cloudflare Access, Citrix Gateway, Zscaler Private Access, Cato SASE Cloud, Appgate SDP, Palo Alto Prisma Access
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Willing to work flexible and varying shift times including weekends and evenings

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