Job Summary
As a Senior Technical Support Engineer for our Platinum Support team, you will provide advanced, post-sales technical solutions to our most valued customers. This role requires addressing complex issues where in-depth evaluation of multiple factors is essential. You will be a critical thinker, adept at using sophisticated methods and techniques to achieve results, and skilled at communicating intricate technical details to both technical and non-technical audiences.
Key Responsibilities
•Provide advanced post-sales technical support, including configuration and troubleshooting, to Platinum customers via phone, email, and web.
•Meet or exceed enhanced response time SLAs for mission-critical systems covered under the Platinum Support offering.
•Manage and own customer support cases from initial report to final resolution, ensuring timely follow-ups and comprehensive documentation.
•Apply expert fault isolation and root cause analysis methodologies to diagnose and resolve complex technical challenges in customer environments.
•Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs.
•Conduct multi-vendor troubleshooting to resolve issues in complex, integrated network and security environments.
•Author and publish Technical Support Bulletins and other technical documentation to the company's knowledge base.
•Proactively collaborate with Development, Sales, and Quality Assurance teams to enhance the customer experience and improve product documentation.
Qualifications
Required Qualifications
•Bachelor's degree in a technical field or equivalent practical experience.
•5+ years of experience in a technical support or network engineering role.
•Expert-level knowledge of TCP/IP and extensive experience with routing and switching protocols (e.g., OSPF, BGP).
•In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE.
•Proven ability to independently debug broad and complex networks with mixed media and protocols.
•Flexibility to work required shift hours, which may include afternoons, evenings, and weekends.
Preferred Qualifications
•Experience with Palo Alto Networks products (PCNSE certification is a strong plus).
•Advanced industry certifications such as CCIE or JNCIE.
•Experience with authentication protocols such as LDAP, SAML, RADIUS, or TACACS+.
•Knowledge of virtualization (VM) and multi-cloud environments (AWS, Azure, GCP).
•Prior experience working in a technical support center for a major networking or security vendor (e.g., Cisco, Juniper, Fortinet).
Is role eligible for Immigration Sponsorship? No. The company will not sponsor applicants for work visas for this position.
