Senior Technical Support Engineer- SASE
Palo Alto Networks, Inc. (company site, opens in a new tab)5+ yrsBengaluruOn-siteDirect career pageEst. 18–30 LPA
Posted on 31 Aug
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Job description
Structured overview of role & requirements
About This Role
- Provide Tier 3 technical support for complex escalations and act as subject matter expert.
- Manage full lifecycle of support cases including fault isolation and root cause analysis with detailed RCA documentation.
- Collaborate cross-functionally with engineering and product teams to file bugs, advocate feature requests, and develop technical documentation.
Minimum Requirements
- Minimum 5 years in a customer-facing technical support role.
- Expert knowledge of Remote Access VPN (IPSEC, PKI & SSL), TCP/IP, Authentication Protocols (LDAP, RADIUS), Firewall Central Management, and multi-factor authentication systems.
- Experience with core security services such as IDS/IPS and next-generation firewalls.
- Bachelor's degree in Computer Science, IT, or related technical field preferred; relevant certifications (PCNSA, PCNSe, CISSP) preferred; immigration sponsorship not available.
Ideal Candidate Profile
- Experienced in independently debugging complex, mixed-protocol networks across Windows, Linux, and macOS platforms.
- Ability to lead technical training and swarming sessions to elevate support team capabilities.
- Familiarity with competitor security products (Cisco, Checkpoint, Juniper, Fortinet) and effective cross-team collaboration with engineering/product teams.