Sr. Technical Support Engineer, US Government, Prisma Access (2pm to 11pm Central Time - Late Shift)

Palo Alto Networks • Plano, TX

67d • $108,000 - $162,000

About The Position

At Palo Alto Networks, everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We are looking for innovators who are committed to shaping the future of cybersecurity. In this role, you will work firsthand with our valued customers to address their complex post-sales concerns, requiring an in-depth evaluation of many factors. You will participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and better cybersecurity. Your quick thinking and support to our clients will provide the fast assistance they need to keep their environments secure.

Requirements

• Willing to work flexible and varying shift times including weekends and evenings
• Previous experience in a Technical Support environment is required
• Excellent written and verbal communication skills
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
• Experience working with Firewall Central Management Systems
• Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
• Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required

Nice To Haves

• Virtualization experience (AWS, Azure, VMWare, OpenStack) is a plus
• Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
• Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products 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 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

• Compensation range between $108,000 - $162,000/YR depending on qualifications, experience, and work location
• Restricted stock units and a bonus may be included
• Reasonable accommodations for all qualified individuals with a disability

What This Job Offers

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