Sr. Technical Support Engineer - Focused Services

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provide the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, and thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Your Impact

• Provide White Glove Technical Support to top-tier customers
• Provide tailored troubleshooting, configuration guidance, and best practices
• Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups with thorough documentation of all the troubleshooting steps 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 the 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 develop 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

Your Experience

• Minimum of seven years of professional experience
• Advanced troubleshooting and debugging knowledge on
  • LAN/WAN Technologies (TCP, UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic NAT, and PAT)
  • Remote Access VPN solutions, IPSEC, PKI & SSL
  • Routing protocols (e.g BGP, OSPF, EIGRP)
  • Authentication Protocols (LDAP, RADIUS, TACACS+, certificates, tokens, CAC cards etc)
  • Virtualization experience (AWS, Azure, VMWare, OpenStack)
• Experience working with Firewall Central Management Systems
• Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
• Experience in Zero Trust Network Access solutions - AnyConnect, FortiClient, Cloudflare Access, Citrix Gateway, Zscaler Private Access, Cato SASE Cloud, Appgate SDP, Palo Alto Prisma Access
• Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Cisco Firepower, Checkpoint Firewalls, and Intrusion Detection/ Intrusion Prevention Systems
• Willing to work flexible and varying shift times including weekends and evenings
• Excellent written and verbal communication skills