Senior Technical Support Engineer
Palo Alto Networks, Inc.Match Score
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Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end resolution of complex post-sales technical support cases for network security products, including multi-vendor troubleshooting and root cause analysis.
Drive proactive customer engagement through Quarterly Business Reviews and tailored upgrade and risk mitigation planning to enhance clients’ security posture.
Collaborate with Engineering, QA, and cross-functional teams to identify product defects, improve quality, and contribute to technical knowledge resources and new hire training.
Minimum Requirements
Minimum 5 years of network security experience.
Bachelor’s degree in computer science, IT, computer architecture, electrical engineering, mathematics, or equivalent military experience.
Proficiency with TCP/IP, LAN/WAN, routing protocols (BGP, OSPF, EIGRP), VPN technologies (IPSEC, PKI, SSL), and network troubleshooting tools (Wireshark, GNS3).
Ability to communicate complex technical concepts effectively to both technical and executive audiences.
Ideal Candidate Profile
Experienced technical problem-solver with deep expertise in network security protocols and multi-layer packet flow analysis.
Capable of handling high-pressure situations, including on-site visits to resolve critical customer issues rapidly.
Comfortable working cross-functionally and driving customer-focused solutions with strong ownership and communication skills.