Sr. Technical Support Engineer, Prisma Access Browser
About The Position
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. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll 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 you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Requirements
- 5+ years of experience in client-facing, technical support type roles
- 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).
- 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)
Nice To Haves
- 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 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 support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
