Sr. Technical Support Engineer – Prisma Access
| Company | Palo Alto Networks |
|---|---|
| Location | Santa Clara, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 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, multi-factor 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
Responsibilities
- Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups 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 on-call support 24×7 on an as-needed basis
Preferred Qualifications
- 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