Palo Alto Sr Technical Support Engineer Prisma Access Browser 

United States, Texas, Plano 

731220248

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

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, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide Technical Support to customers and partners

• Provide configurations, troubleshooting, and best practices to customers

• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner

• Provide fault isolation and root cause analysis for technical issues

• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base

• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

• Travel to customer sites in the event of a critical situation to expedite resolution as required

• Provide on-call support 24x7 on an as-needed basis

Your Experience

• Communication: Excellent written and verbal communication skills.

• Technical Support: Previous experience in a technical support environment is advantageous, along with strong exposure to support roles and working with large global customers, partners, and internal teams (such as DevOps, Engineering, QA, and Product managers).

• Scheduling: Willing to work flexible and varying shift times, including weekends and evenings.

Technical Skills:

• Networking

  • IPSEC, TCP/IP, PKI, SSL/ TLS, HTTP/HTTPS

  • Routing knowledge (BGP is a must)

  • Experience working with Firewall Central Management Systems

  • Working knowledge of Security services (IDS/IPS, Firewalls, etc.)

• Operating Systems: Expertise in OS systems and troubleshooting, including Windows, MAC, Linux, and IOS (debugging, editing registries, using OS built-in tools such as Event Viewer to aid in troubleshooting, file changes on Linux, etc.)

• Tools & Security: Comfortable using tools such as Chrome Developer Tools to isolate issues, capture HAR file, and perform HAR file analysis

• Authentication:

  • Good understanding of authentication protocols (e.g., SAML, LDAP, RADIUS).

  • Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)

  • Proficiency in Prisma Access and GlobalProtect is a plus.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $94000/YR - $152000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.