Technical Support Engineer

Job Description

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. Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture. 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 you ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations). Your Impact Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers organizations Provide tailored troubleshooting, configuration guidance, and best practices Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with Account, Sales, and Marketing teams Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers Be the subject matter expert on core technologies of Palo Alto Networks product line 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 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 Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides Travel to customer sites in the event of a critical situation to expedite resolution as required Your Experience Minimum of 7 years of network security experience Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and center architectures Advanced understanding of packet flow across multiple OSI layers Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies Ability to independently debug broad, complex, and unique networks with mixed media and protocols required In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT Proficiency with network troubleshooting tools - Wireshark, GNS3 Strong grasp authentication protocols - LDAP, TACACS+, Radius Skilled in engaging executive-level stakeholders with clear technical communication Proven track record of effectively communicating technical concepts to diverse audiences Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates The below skills are a plus Virtualization experience (AWS, Azure, VMWare, OpenStack) Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.) Experience with Python or Shell scripting a plus Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems 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 (As business needs dictate)