Staff Technical Support Engineer, Ai Access And Saas Security
- Palo Alto Networks
- 8 - 13 years
- Bengaluru
- 1 month ago
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Job Description
Your Career
Imagine a role where you're at the forefront of ensuring the safe and effective adoption of AI in enterprises. As a Staff Technical Support Engineer specialising in AI Access Security and SaaS Security, you'll be the senior escalation point for our AI Access Security solution, guiding customers through the complexities of GenAI app adoption. Public GenAI apps can inadvertently expose sensitive company data, including intellectual property, financial records, and customer information. Your expertise will empower customers to unleash the promise of GenAI apps while maintaining robust security postures.
In this role, you'll also be a Subject Matter Expert for our integrated Cloud Access Security Broker (CASB) solution, addressing the challenges of securing SaaS applications in the cloud. You'll have the opportunity to work on the most comprehensive AI Security solution, ensuring customers can safely leverage AI technologies. Your critical thinking and problem-solving skills will be key in analysing complex issues and providing the necessary support to keep our clients' environments secure.
Your Impact
- Provide advanced technical support to customers and partners, particularly in the areas of AI Access Security and SaaS Security
- Troubleshoot and resolve complex issues related to the safe adoption of GenAI apps and the protection of SaaS applications
- Offer best practices and configurations to optimize security solutions for our customers
- Manage and resolve support cases efficiently, ensuring timely follow-up and resolution
- Conduct fault isolation and root cause analysis for technical issues, providing clear documentation and updates
- Author and publish Technical Support Bulletins and other knowledge base documentation
- Collaborate with cross-functional teams to drive product improvements and customer success
- Travel to customer sites as needed to expedite resolution of critical situations
- Provide on-call support as required to address urgent customer needs
Qualifications Your Experience
Minimum - 8+ years of experience in a technical support engineer role, with a focus on network security technologies
- Strong written and verbal communication skills, with the ability to explain complex technical issues to diverse audiences
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (SAML, LDAP, RADIUS, etc.)
- Experience with Firewall Central Management Systems and multi-factor authentication security systems
- In-depth knowledge of security services, including IDS/IPS, Firewalls, and network debugging across mixed media and protocols
- Ability to work flexible hours, including weekends and evenings, to support customers in different regions
Preferred
- Experience with Cloud Security and CASB services
- Familiarity with AWS, Azure, and/or GCP
- Experience with Linux, Unix, Windows, and MAC OS
- Knowledge of Cisco, Checkpoint, Juniper (Netscreen), and Fortinet technologies
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Palo Alto NetworksLocation(s): Bengaluru
Keyskills: ai cloud security network security firewalls media sales support subject matter expert cybersecurity ips sales customer support technical support saas firewall gcp linux debugging ids security systems aws azure
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