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Technical Support Engineer
RedLock
posted 3mon ago
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Key skills for the job
Job Description
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
T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks
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
Preparing detailed RCA documents for official submissions to customers
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.
Working with engineering on filling bugs and working with product teams on feature requests
Working on Hot / Risk technical escalations from the region or other theaters
Lead case swarming and training sessions for frontline teams
Willing to work in flexible and varying shift times, including weekends and evenings
Your Experience
More than 8 years of customer-facing technical support experience
Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
Experience working with Firewall Central Management Systems
Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
Working knowledge of Security services (IDS/IPS, Firewalls etc.)
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
Excellent English written and verbal communication skills are required
Experience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
Willing to work in flexible and varying shift times including weekends and evenings is a plus
Travel to customer sites in the event of a critical situation to expedite resolution as required (if needed) is a plus
Employment Type: Full Time, Permanent
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