Senior Technical Support Engineer-Prisma Access

2 Minutes ago • All levels • Software Development & Engineering

Job Summary

Job Description

This Senior Technical Support Engineer role involves working directly with customers to resolve complex post-sales technical issues, requiring in-depth analysis and critical thinking. The role demands strong communication skills to detail technical issues to diverse audiences and active participation in cross-functional technical discussions. Responsibilities include providing configurations, troubleshooting, root cause analysis, managing support cases, publishing technical documentation, and potentially traveling to customer sites for critical situations, with on-call support as needed.
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
  • Excellent written and verbal communication skills
  • Previous experience in a technical support environment
  • Strong exposure to support roles and working with large global customers, partners, and internal teams
  • Willingness to work flexible and varying shift times, including weekends and evenings
  • Proficiency in 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)
  • Expertise in OS systems and troubleshooting (Windows, MAC, Linux, IOS)
  • Comfortable using tools such as Chrome Developer Tools to isolate issues, capture HAR file, and perform HAR file analysis
  • Good understanding of authentication protocols (SAML, LDAP, RADIUS)
  • Experience working with a multi-factor authentication security system
Good to have:
  • Proficiency in Prisma Access and GlobalProtect
Perks:
  • FLEXBenefits wellbeing spending account
  • Mental and financial health resources
  • Personalized learning opportunities

Job Details

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 on-call support 24x7 on an as-needed basis

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.

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.

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.

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About The Company

Our enterprise security platform detects and prevents known and unknown threats while safely enabling an increasingly complex and rapidly growing number of applications. Come be part of the team that redefined the firewall industry and is now the fastest-growing security company in history. Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of partners, we are at the forefront of protecting tens of thousands of organizations across clouds, networks, and mobile devices. Our vision is a world where each day is safer and more secure than the one before.

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