Sr. Technical Support Engineer, Prisma SD-WAN, Focused Services

Palo Alto Networks•Reston, TX

13h•$108,000•Onsite

About The Position

Job Summary As a designated customer advocate under Focused Services, you will work firsthand with our valued customers to address complex post-sales concerns, requiring in-depth evaluation of various factors. You will serve our customer base by providing tailored technical support, managing escalations, and conducting weekly reviews and root cause analysis for critical issues. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and stronger cybersecurity. Key Responsibilities Provide advanced-level technical support to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions. Utilize fault isolation and root cause analysis skills to diagnose and resolve complex technical issues, reproducing customer problems to identify critical defects. Manage and respond to incoming support inquiries via phone and email, adhering to established Service Level Agreements (SLAs). Perform advanced troubleshooting at the application and OS levels, identifying the area of fault (code, environment, or configuration) and collaborating with appropriate teams for a fix. Facilitate root cause investigations for critical incidents and manage the implementation of corrective and preventative measures. Collaborate with engineering by filing detailed bug reports and develop test plans with QA to improve overall product quality. Author technical documentation, including knowledge base articles and support bulletins, to enable internal teams and customers. Work to reproduce customer issues and qualified critical issues Respond to user-reported issues in adherence to established Service Level Agreements Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix Provide timely feedback into the development process on customer-reported product problems Facilitate root cause investigations and manage the implementation of corrective and preventative measures Be the subject matter expert on core technologies of Palo Alto Networks product line File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness Travel to customer sites in the event of a critical situation to expedite resolution as required

Requirements

Minimum of 5 years of network security experience along with strong communication and customer service skills
In depth, hands on network troubleshooting skills
Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
Working knowledge of Security services (IDS/IPS, Firewalls etc.)
Virtualization experience (AWS, Azure, VMWare, OpenStack)
Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)
The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
Excellent written and verbal communication skills
BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
Excellent written and verbal communication skills
Willingness to work outside of normal business hours, including weekends (As business needs dictates)

Nice To Haves

Knowledge of SD-WAN architectures.
Experience with Multi-factor Authentication protocols (2FA, RADIUS, LDAP, AD).
Experience with competitor products from Cisco, Checkpoint, or Juniper.

Responsibilities

Provide advanced-level technical support to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions.
Utilize fault isolation and root cause analysis skills to diagnose and resolve complex technical issues, reproducing customer problems to identify critical defects.
Manage and respond to incoming support inquiries via phone and email, adhering to established Service Level Agreements (SLAs).
Perform advanced troubleshooting at the application and OS levels, identifying the area of fault (code, environment, or configuration) and collaborating with appropriate teams for a fix.
Facilitate root cause investigations for critical incidents and manage the implementation of corrective and preventative measures.
Collaborate with engineering by filing detailed bug reports and develop test plans with QA to improve overall product quality.
Author technical documentation, including knowledge base articles and support bulletins, to enable internal teams and customers.
Work to reproduce customer issues and qualified critical issues
Respond to user-reported issues in adherence to established Service Level Agreements
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
Provide timely feedback into the development process on customer-reported product problems
Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Be the subject matter expert on core technologies of Palo Alto Networks product line
File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
Travel to customer sites in the event of a critical situation to expedite resolution as required