Sr. Technical Support Engineer, Focused Services

Stack

Responsibilities

• ▹Provides technical support to customers and partners
• ▹Provides configurations, troubleshooting and best practices to customers
• ▹Manages support cases to ensure issues are recorded, tracked, resolved and followed up on time
• ▹Performs fault isolation and root cause analysis for technical issues
• ▹Publishes Technical Support Bulletins and other documentation in the Knowledge Base
• ▹Reviews technical documentation for training materials, marketing collateral, manuals and troubleshooting guides
• ▹Travels to customer sites in critical situations to expedite resolution

Requirements

• ▹Expertise with Remote Access VPN solutions, IPSEC, PKI and SSL, DNS, DHCP, TCP/IP and authentication protocols (LDAP, RADIUS)
• ▹Experience with multi-factor authentication systems (tokens, certificates, CAC cards and similar)
• ▹Working knowledge of security services (IDS/IPS, firewalls)
• ▹Strong ability to independently debug complex networks with mixed media and protocols
• ▹Virtualization experience (AWS, Azure, VMware, OpenStack)
• ▹Experience with firewall central management systems
• ▹Excellent written and verbal communication skills

Nice to have

• ▹Experience with Windows, Linux and MAC OS (debugging, editing registries, plist)
• ▹Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet or PAN products
• ▹Experience supporting Cloudgenix or SD-WAN technology

Soft skills

About the company

Palo Alto Networks is a global cybersecurity company united by a mission to protect our digital way of life, guided by the values of Disruption, Collaboration, Execution, Integrity and Inclusion; its hybrid teams collaborate across geographies.