Sr. Technical Support Engineer, Prisma Access

4 weeks ago

Plano, Texas, United States Palo Alto Networks Full time

About the Role

We are seeking a highly skilled and experienced Technical Support Engineer to join our team at Palo Alto Networks. As a Technical Support Engineer, you will be responsible for providing post-sales technical support to our valued customers, addressing their complex concerns and providing in-depth evaluations of various factors.

Key Responsibilities

  • Provide 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

About Us

Palo Alto Networks is a cybersecurity company that provides innovative solutions to protect our digital way of life. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

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