Full-Time Sr. Technical Support Engineer

Your CareerYou will work directly with valued customers to address complex post-sales concerns, requiring in-depth analysis. You're a critical thinker, understanding methods, techniques, and evaluation criteria for results. You'll network with key contacts outside your expertise, detailing difficult technical issues to both technical and non-technical professionals.

You'll participate in technical discussions with multi-functional teams, creating transparency for better products, work environments, and cybersecurity.

Your quick thinking and client support provide fast assistance keeping environments secure.

YOUR IMPACT

1. Offer advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues and tailored solutions.
2. Communicate technical solutions to technical and executive stakeholders, fostering trust and credibility.
3. Provide tailored troubleshooting, configuration guidance, and best practices.
4. Own support cases from initiation to resolution, ensuring meticulous documentation, timely updates, and comprehensive summaries in the ticketing system.
5. Conduct multi-vendor troubleshooting on complex engagements, building positive customer experiences.
6. Collaborate with Account, Sales, and Marketing teams.
7. Utilize fault isolation and root cause analysis skills to provide post-sales support, configuration, troubleshooting, and standard methodologies.
8. Be the subject matter expert on Palo Alto Networks products.
9. Identify product defects (code, environment) through lab replication, network simulation, automation, testing, and validation. File bug reports and develop test plans with QA teams to enhance software/hardware quality.
10. Facilitate hiring/onboarding with technical screens, and train new hires.
11. Author Technical Support Bulletins and technical documentation.
12. Travel to customer sites for critical situations to expedite resolution.

YOUR EXPERIENCE

• Minimum 7 years of technical customer support experience.
• Expertise in TCP/IP, LAN/WAN, routing/switching, BGP, OSPF, EIGRP.
• Advanced understanding of packet flow across OSI layers.
• Experience troubleshooting Remote Access VPNs (IPsec, PKI, SSL).
• Ability to independently debug complex networks with mixed media and protocols.
• In-depth knowledge of networking operations (TCP, UDP, SNMP, IPv6, VLSM, CIDR, NAT).
• Proficiency with network troubleshooting tools (Wireshark, GNS3).
• Understanding of authentication protocols (LDAP, TACACS+, Radius).
• Skilled in engaging executive-level stakeholders with clear technical communication.
• Proven track record of communicating technical concepts to diverse audiences.
• Rigorous case management practices, ensuring thorough documentation and timely updates.

Plus Skills

• Virtualization experience (AWS, Azure, VMware, OpenStack)
• Experience with Windows, macOS, and Linux
• Python or shell scripting experience
• Multi-vendor exposure (Cisco, Palo Alto, Checkpoint)
• Experience with Intrusion Detection/Prevention Systems

Education

• BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience, or equivalent military experience

Additional Requirements

• Excellent written and verbal communication skills.
• Willingness to work outside of normal business hours as business needs dictate.

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