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Palo Alto Networks
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Senior Technical Support Engineer- Prisma Access Browser

Senior Technical Support Engineer- Prisma Access Browser

Palo Alto Networks

5 - 10 years

13 - 17 Lacs

bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

technical support operating systems firewalls networking cybersecurity ips root cause analysis authentication protocols sales pki qa marketing firewall ldap devops linux debugging http ids https technical documentation

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Career

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. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll 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.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means youll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations)

Your Impact

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 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

Qualifications

Your Experience :
Communication: Excellent written and verbal communication skills.
Technical Support: Previous experience in a technical support environment is advantageous, along with strong exposure to support roles and working with large global customers, partners, and internal teams (such as DevOps, Engineering, QA, and Product managers).
Scheduling: Willing to work flexible and varying shift times, including weekends and evenings.
Technical Skills:
Networking : IPSEC, TCP/IP, PKI, SSL/ TLS, HTTP/HTTPS
Routing knowledge (BGP is a must)
Experience working with Firewall Central Management Systems
Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
Operating Systems
: Expertise in OS systems and troubleshooting, including Windows, MAC, Linux, and IOS (debugging, editing registries, using OS built-in tools such as Event Viewer to aid in troubleshooting, file changes on Linux, etc.)
Tools & Security
: Comfortable using tools such as Chrome Developer Tools to isolate issues, capture HAR file, and perform HAR file analysis
Authentication:
Good understanding of authentication protocols (e.g., SAML, LDAP, RADIUS).
Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
Proficiency in Prisma Access and GlobalProtect is a plus

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Senior Technical Support Engineer- Prisma Access Browser