Senior Technical Support Engineer- Prisma Access Browser @ Palo Alto Networks

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. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll 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.

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 provides the fast assistance they need to keep their environments secure which means youll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations)

Your Impact

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting, and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• 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

Your Experience

• Communication: Excellent written and verbal communication skills.
• Technical Support: Previous experience in a technical support environment is advantageous, along with strong exposure to support roles and working with large global customers, partners, and internal teams (such as DevOps, Engineering, QA, and Product managers).
• Scheduling: Willing to work flexible and varying shift times, including weekends and evenings.

Technical Skills:

Networking

• IPSEC, TCP/IP, PKI, SSL/ TLS, HTTP/HTTPS
• Routing knowledge (BGP is a must)
• Experience working with Firewall Central Management Systems
• Working knowledge of Security services (IDS/IPS, Firewalls, etc.)

Operating Systems: Expertise in OS systems and troubleshooting, including Windows, MAC, Linux, and IOS (debugging, editing registries, using OS built-in tools such as Event Viewer to aid in troubleshooting, file changes on Linux, etc.)

Tools & Security: Comfortable using tools such as Chrome Developer Tools to isolate issues, capture HAR file, and perform HAR file analysis

Authentication:

• Good understanding of authentication protocols (e.g., SAML, LDAP, RADIUS).
• Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
• Proficiency in Prisma Access and GlobalProtect is a plus.

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change, we stay in step to accomplish our mission.

Youll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised in fact, youll seek them out to ensure our clients are safely supported.