Jobs via Dice ยท 4 days ago
Sr. Technical Support Engineer, Prisma SD-WAN, Focused Services
Reston, VA
Full-time
Onsite
Senior Level
$108K/yr - $162K/yr
5+ years expPalo Alto Networks is committed to being the cybersecurity partner of choice, protecting our digital way of life. The Sr. Technical Support Engineer will work closely with customers, providing advanced technical support and tailored solutions to resolve complex issues related to their security infrastructure.
Computer Software
Responsibilities
Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Work to reproduce customer issues and qualified critical issues
Respond to user-reported issues in adherence to established Service Level Agreements
Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
Provide timely feedback into the development process on customer-reported product problems
Document actions to effectively communicate information internally and to customers
Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Be the subject matter expert on core technologies of Palo Alto Networks product line
File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
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
Qualification
Required
Minimum of 5 years of network security experience along with strong communication and customer service skills
In depth, hands on network troubleshooting skills
Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
Excellent written and verbal communication skills
BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
Willingness to work outside of normal business hours, including weekends (As business needs dictates)
Preferred
Knowledge of SD-WAN Architectures is preferred
Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
Working knowledge of Security services (IDS/IPS, Firewalls etc.)
Virtualization experience (AWS, Azure, VMWare, OpenStack)
Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)
Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus
Benefits
Restricted stock units
Bonus
Company
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