Sr. Technical Support Engineer, Prisma Access Browser

Your Career

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. 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 non-technical and technical professionals.

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 youll need to move quickly thoughtfully and provide technical assistance as needed (often in high pressure situations).

Your Impact

• Provide Technical Support to customers and partners

• Provide configurations troubleshooting and best practices to customers

• Manage support cases to ensure issues are recorded tracked resolved and follow-ups are completed in a timely manner

• Provide fault isolation and root cause analysis for technical issues

• 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 weekend and holiday on-call support on an as-needed basis

Qualifications :

Your Experience 

• Communication: Excellent written and verbal communication skills.

• Technical Support: Previous experience in a technical support environment is advantageous along with strong exposure to support roles and working with large global customers partners and internal teams (such as DevOps Engineering QA and Product managers). 

• Scheduling: Willing to work flexible and varying shift times including weekends and evenings.

Technical Skills:

• Networking 

  • IPSEC TCP/IP PKI SSL/ TLS HTTP/HTTPS

  • Routing knowledge (BGP is a must)

  • Experience working with Firewall Central Management Systems

  • Working knowledge of Security services (IDS/IPS Firewalls etc.)

• Operating Systems: Expertise in OS systems and troubleshooting including Windows MAC Linux and IOS (debugging editing registries using OS built-in tools such as Event Viewer to aid in troubleshooting file changes on Linux etc.)

• Tools & Security: Comfortable using tools such as Chrome Developer Tools to isolate issues capture HAR file and perform HAR file analysis 

• Authentication: 

  • Good understanding of authentication protocols (e.g. SAML LDAP RADIUS). 

  • Experience working with a multi-factor authentication security system (tokens certificates CAC cards and similar) 

  • Proficiency in Prisma Access and GlobalProtect is a plus.

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 non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $103400 - $167200/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.

Is role eligible for Immigration Sponsorship: Yes

Remote Work :

No

Employment Type :

Full-time