Senior Technical Support Engineer Prisma Access

Your Career

You will work firsthand with our valued customers to address their complex postsales concerns where analysis of situations or data requires an indepth 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 nontechnical and technical professionals.

You will regularly participate in technical discussions with multifunctional 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 post sales technical support configurations troubleshooting and standard methodologies to customers via phone email and web
• Manage support cases to ensure issues are recorded tracked resolved and followups are completed in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• 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 develop test plans and best practices with Quality Assurance teams to improve overall software quality per release cycle
• 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 oncall support 24x7 on an asneeded basis

Qualifications :

Your Experience

• Previous experience in a Technical Support environment is preferred
• Excellent written and verbal communication skills
• Expertise with LAN/WAN Technologies (TCP UDP SNMP IPv6 VLSM CIDR and NAT Static Dynamic NAT and PAT)
• Expertise with Remote Access VPN solutions IPSEC PKI & SSL TCP/IP multifactor authentication systems (LDAP RADIUS TACACS certificates tokens CAC cards etc)
• Working knowledge of Security services (IDS/IPS Firewalls etc.)
• Experience working with Firewall Central Management Systems
• Experience working with Virtualization experience (AWS Azure VMWare OpenStack)
• Experience with Windows and MAC OS is a plus (Debugging Editing Registries Plist etc.)
• Experience in Zero Trust Network Access solutions is a plus AnyConnect FortiClient Cloudflare Access Citrix Gateway Zscaler Private Access Cato SASE Cloud Appgate SDP Palo Alto Prisma Access
• Strong ability to independently debug broad complex and unique networks with mixed media and protocols required
• Willing to work flexible and varying shift times including weekends and evenings

Additional Information :

The Team

Our technical support team is critical to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.

Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $94000 $152000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.