Sr. Technical Support Engineer, Prisma Access

Palo Alto Networks • Plano, TX

86d • $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! 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.

Requirements

• Previous experience in a Technical Support environment is preferred
• Excellent written and verbal communication skills
• Expertise with LAN/WAN Technologies (TCP, UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic NAT, and PAT)
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, multi-factor authentication systems (LDAP, RADIUS, TACACS+, certificates, tokens, CAC cards etc)
• Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
• Experience working with Firewall Central Management Systems
• Experience working with Virtualization experience (AWS, Azure, VMWare, OpenStack)
• Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
• Experience in Zero Trust Network Access solutions is a plus - AnyConnect, FortiClient, Cloudflare Access, Citrix Gateway, Zscaler Private Access, Cato SASE Cloud, Appgate SDP, Palo Alto Prisma Access
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• Willing to work flexible and varying shift times including weekends and evenings

Responsibilities

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software quality per release cycle
• 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 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