Sr. Technical Support Engineer, Focused Services

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.

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. As part of the Prisma SDWAN support team, you will serve our customer base by providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.

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

• Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualified critical issues
• Respond to user-reported issues in adherence to established Service Level Agreements
• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
• Provide timely feedback into the development process on customer-reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures
• Be the subject matter expert on core technologies of Palo Alto Networks product line
• File bug reports with the engineering team and develops 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

Qualifications

Your Experience

• Minimum of 5 years of network security experience along with strong communication and customer service skills
• In depth, hands on network troubleshooting skills
• Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
• Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
• Knowledge of SD-WAN Architectures is preferred
• Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
• Working knowledge of Security services (IDS/IPS, Firewalls etc.)
• Virtualization experience (AWS, Azure, VMWare, OpenStack)
• Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)
• Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus
• The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
• Excellent written and verbal communication skills
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
• Excellent written and verbal communication skills
• Willingness to work outside of normal business hours, including weekends (As business needs dictates)