Sr. Technical Support Engineer, Prisma Access Browser

Palo Alto Networks • Plano, TX

2h • $103,400 - $167,200 • Onsite

About The Position

In this role, you will work firsthand with our valued customers to address their complex post-sales concerns, requiring in-depth evaluation of various factors. You are a critical thinker who understands the methods, techniques, and evaluation criteria for obtaining results and excels at 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 leads to better products and enhanced cybersecurity.

Requirements

• Bachelor's degree in a technical field or equivalent military experience is required.
• 5+ years of experience in a client-facing, technical support role.
• Demonstrable experience with IPSEC, TCP/IP, PKI, SSL/TLS, and HTTP/HTTPS protocols.
• Strong understanding of network routing protocols, with proficiency in BGP being mandatory.
• Expertise in troubleshooting operating systems including Windows, macOS, and Linux (debugging, registry editing, event log analysis).
• Experience with authentication protocols such as SAML, LDAP, or RADIUS.

Nice To Haves

• Experience working with Firewall Central Management Systems.
• Proficiency in using browser developer tools (e.g., Chrome Developer Tools) for HAR file analysis and issue isolation.
• Direct experience with Prisma Access and GlobalProtect solutions.
• Previous experience working with multi-factor authentication security systems (tokens, certificates, CAC cards).

Responsibilities

• Provide advanced technical support to customers and partners for Prisma Access Browser.
• Deliver configurations, troubleshooting, and best practices to customers, ensuring optimal product performance.
• Manage support cases to ensure issues are recorded, tracked, resolved, and that follow-ups are completed in a timely manner.
• Perform fault isolation and root cause analysis for complex technical issues.
• Proactively collaborate with Engineering, QA, and Product Management to resolve issues and enhance product offerings.
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
• 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.
• Travel to customer sites for critical situations to expedite resolution when required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees