Senior Technical Support Engineer- Prisma Access Browser

Job Summary

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 and better cybersecurity.

Responsibilities

• Provide technical support, configurations, troubleshooting, and best practices to customers and partners.
• Manage support cases to ensure timely recording, tracking, resolution, and follow-up.
• Collaborate with engineering teams to resolve customer-found defects and drive product improvements.
• Perform fault isolation and root cause analysis for complex technical issues in customer environments.
• Create and publish technical documentation, such as support bulletins and knowledge base articles.
• Review and provide feedback on technical documentation for training materials, marketing collateral, and user guides.
• Travel to customer sites for critical situations to expedite resolution when necessary.
• Provide on-call support on a rotational basis to address urgent customer needs.

Qualifications

Required Qualifications

• Bachelors degree or equivalent experience with a minimum of 5 years in a technical support or network engineering role.
• Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts clearly.
• Expertise in networking protocols and technologies including TCP/IP, DNS, IP routing, HTTP/HTTPS, VPN, IPSEC, PKI, SSL, and authentication protocols (LDAP, RADIUS).
• Demonstrated ability to independently debug broad, complex, and unique network environments.
• Proven ability to collaborate effectively in a cross-functional team environment, taking ownership of issues to drive resolution.

Preferred Qualifications

• Experience with Firewall Central Management Systems and SD-WAN technologies.
• Experience with multi-factor authentication security systems (tokens, certificates, CAC cards).
• Hands-on experience with virtualization platforms (AWS, Azure, VMWare, GCP).
• Experience with competing security products from vendors such as Cisco, Checkpoint, or Fortinet.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.