Sr. Technical Support Engineer, Prisma Access Browser

Palo Alto Networks • Plano, TX

84d • $94,000 - $152,000

About The Position

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few! At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Requirements

• Excellent written and verbal communication skills
• Previous experience in a technical support environment is advantageous
• Strong exposure to support roles and working with large global customers, partners, and internal teams (such as DevOps, Engineering, QA, and Product managers)
• Willing to work flexible and varying shift times, including weekends and evenings
• Networking knowledge including 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.)
• Expertise in OS systems and troubleshooting, including Windows, MAC, Linux, and IOS
• 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

Responsibilities

• 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 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

Benefits

• FLEXBenefits wellbeing spending account
• Mental and financial health resources
• Personalized learning opportunities
• Restricted stock units
• Bonus

What This Job Offers

• Job Type: Full-time
• Industry: Computer and Electronic Product Manufacturing