Sr Tech Support Engineer

Technical Support Engineer, Focused Services

Your Career

Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Technical Support Engineer to join our team.  In this role, you will work closely with our valued customers to address their complex post-sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors. As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise.

In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. You will develop an in-depth understanding of each customer’s unique implementation and business objectives, proactively driving best practices to enhance their security posture.

Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance—often in high-pressure situations—to ensure customers maintain a secure and resilient environment

Your Impact 

• Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation.

• Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system.

• Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility.

• Collaborate closely with cross-functional teams—including Account, Sales, and Marketing—to drive a seamless and positive customer experience while proactively addressing critical challenges.

• Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies to enhance security posture.

• Serve as a subject matter expert on Palo Alto Networks' core technologies, identifying product defects through lab replication, network simulation, and performance testing.

• Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle.

• Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training.

• Contribute to the organization’s knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer-facing resources.

• Provide rapid, high-quality support in high-pressure situations, traveling to customer sites to expedite critical issue resolution.

• Engage in technical discussions with cross-functional teams to drive transparency, optimize security posture, and enhance cybersecurity resilience

Your Experience 

• Minimum of 5 years of network security experience

• Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g, BGP, OSPF, EIGRP), branch, and center architectures

• Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies

• Ability to independently debug complex networks with mixed media and protocols with an advanced understanding of packet flow across multiple OSI layers

• In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT

• Proficiency with network troubleshooting tools - Wireshark, GNS3  

• Strong grasp authentication protocols - LDAP, TACACS+, Radius

• The below skills are a plus:

  • Virtualization experience (AWS, Azure, VMWare, OpenStack) 

  • Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.)

  • Experience with Python or Shell scripting a plus

  • Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems

• Skilled in engaging executive-level stakeholders with clear technical communication.

• Proven track record of effectively communicating technical concepts to diverse audiences, including C-level executives.

• Excellent written and verbal communication skills - the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms

• Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates

• Willingness to work outside of normal business hours (As business needs dictate)

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