Senior Technical Support Engineer

3 days ago

Vadodara, Gujarat, India beBeeCybersecurity Full time US$ 80,000 - US$ 1,30,000
Technical Support Specialist

At Palo Alto Networks, we are committed to delivering exceptional customer support and protecting our digital way of life.

We take pride in being a cybersecurity partner of choice, working closely with our valued customers to address their complex post-sales concerns. Our team is dedicated to providing timely and effective support, ensuring that our clients' environments remain secure and up-to-date.

This role requires a strong technical background, with expertise in remote access VPN solutions, IPSEC, PKI & SSL, TCP/IP, authentication protocols (LDAP, RADIUS etc.), and security services (IDS/IPS, Firewalls etc.). The ideal candidate will be able to debug broad, complex, and unique networks with mixed media and protocols required.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are passionate about delivering exceptional customer support and have a strong technical background, we encourage you to apply.

  • Job Description:
  • Provide technical support to customers and partners
  • Tier 3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks
  • 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.
  • Working with engineering on filling bugs and working with product teams on feature requests
  • Working on Hot / Risk technical escalations from the region or other theaters
  • Lead case swarming and training sessions for frontline teams
  • Qualifications:
  • More than 5 years of customer-facing technical support experience
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
  • Experience working with Firewall Central Management Systems
  • Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Excellent English written and verbal communication skills are required
  • Experience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
  • Benefits:
  • We provide a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and generous paid time off.
  • We also offer flexible work arrangements, including telecommuting options and flexible hours.
  • We value ongoing learning and development, offering regular training and education programs to help you grow your career.
  • Others:
  • We are committed to creating an inclusive and diverse workplace culture, where everyone feels valued and supported.
  • We strive to make a positive impact in our community, through volunteer opportunities and charitable donations.

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