Sr. Technical Support Engineer, Prisma Access Browser
About The Position
Job Summary 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. The Team Customer Support - Our Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign — it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
