Sr. Technical Support Engineer, Prisma Access Browser

This role involves providing technical support to customers and partners, addressing complex post-sales concerns, and performing in-depth evaluations. You will manage support cases, provide fault isolation and root cause analysis, and publish technical documentation. The position requires quick thinking and assistance in high-pressure situations, collaborating with cross-functional teams to improve products and cybersecurity. You will also be involved in implementing new products, transitioning from old to new, and fixing integrations and critical issues.

Must Have

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting, and best practices
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation
• Review technical documentation for training materials, marketing collateral, manuals, troubleshooting guides
• Provide support that includes mandatory weekend, holiday shift work and on-call support

Good to Have

• Proficiency in Prisma Access
• Proficiency in GlobalProtect

Perks & Benefits

• FLEXBenefits wellbeing spending account
• Mental health resources
• Financial health resources
• Personalized learning opportunities
• Reasonable accommodations for individuals with disabilities
• Immigration Sponsorship eligibility

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. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll 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 you’ll 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 support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Your Experience

• 5+ years of experience in client-facing, technical support type roles
• 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).

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.

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 doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll 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, you’ll 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

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t 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 accommodations@paloaltonetworks.com.

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