Staff Technical Support Engineer, Firewall and SaaS Security

Your Career

As a Staff Technical Support Engineer specializing in AI Access Security and SaaS Security youll be the senior escalation point for our AI Access Security solution guiding customers through the complexities of GenAI app adoption. Your expertise will empower customers to unleash the promise of GenAI apps while maintaining robust security this role youll also be a Subject Matter Expert for our integrated Cloud Access Security Broker (CASB) solution addressing the challenges of securing SaaS applications in the cloud. Your critical thinking and problem-solving skills will be key in analyzing complex issues and providing the necessary support to keep our clients environments secure.

Your Impact

• Provide advanced technical support to customers and partners particularly in the areas of AI Access Security and SaaS Security.
• Troubleshoot and resolve complex issues related to the safe adoption of GenAI apps and the protection of SaaS applications.
• Offer best practices and configurations to optimize security solutions for our customers.
• Manage and resolve support cases efficiently ensuring timely follow-up and resolution while collaborating with other teams to ensure alignment.
• Conduct fault isolation and root cause analysis for technical issues providing clear documentation and updates.
• Author and publish Technical Support Bulletins and other knowledge base documentation to facilitate applied learning.
• Collaborate with cross-functional teams such as engineering and product management to drive product improvements and customer success.
• Provide on-call support as required to address urgent customer needs.

Qualifications :

Required Qualifications

• Bachelors degree in a technical field or equivalent military experience is required.
• 8 years of experience in a technical support engineer role with a focus on network security technologies.
• Expertise with Remote Access VPN solutions IPSEC PKI & SSL TCP/IP and Authentication Protocols (SAML LDAP RADIUS etc.).
• In-depth knowledge of security services including IDS/IPS Firewalls and network debugging across mixed media and protocols.
• Strong written and verbal communication skills with the ability to explain complex technical issues to diverse audiences.

Preferred Qualifications

• Experience with Cloud Security and Cloud Access Security Broker (CASB) services.
• Familiarity with public cloud platforms such as AWS Azure and/or GCP.
• Experience with Linux Unix Windows and MAC OS operating systems.
• Knowledge of competitor technologies such as Cisco Checkpoint Juniper (Netscreen) and Fortinet.

Additional Information :

The Team

Our Customer 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 fixing 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 on providing the best customer support in the industry.

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.

Remote Work :

No

Employment Type :

Full-time