Sr. Technical Support Engineer – Focused Services – Prisma Sdwan
| Company | Palo Alto Networks |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Minimum of 5 years of network security experience along with strong communication and customer service skills
- In depth, hands on network troubleshooting skills
- Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
- Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
- The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
- Excellent written and verbal communication skills
- BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
- Willingness to work outside of normal business hours, including weekends (As business needs dictates)
Responsibilities
- 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
- Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
- Work to reproduce customer issues and qualified critical issues
- Respond to user-reported issues in adherence to established Service Level Agreements
- Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
- Provide timely feedback into the development process on customer-reported product problems
- Document actions to effectively communicate information internally and to customers
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures
- Be the subject matter expert on core technologies of Palo Alto Networks product line
- 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
Preferred Qualifications
- Knowledge of SD-WAN Architectures is preferred
- Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus