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Principal Support Engineering Specialist - SASE

5-10 years

Bangalore / Bengaluru

1 vacancy

Principal Support Engineering Specialist - SASE

RedLock

posted 5mon ago

Job Description

  • As a Principal Support Specialist, you will work closely with our SASE customers and partners to understand solutions offering requirements and needs for the region
  • You will act as a subject matter expert to see the broad view as well as the in-depth view, switching modes based on situational demands
  • You will use your vast and in-depth experience to provide innovative solutions to customers
  • For systemic issues, you will also work with Development, Sales, Q/A, and Marketing to build a long-term strategy that will enhance troubleshooting capability, product quality, and internal processes
  • You will also identify trends in TAC that may benefit enhanced training
Your Impact
  • Serve as the primary technical contact for escalated issues related to Palo Alto s SASE offerings
  • Lead troubleshooting efforts for intricate technical problems, providing fault isolation and root cause analysis
  • Act as a subject matter expert in areas including Routing & Switching (OSPF, BGP, VLAN, STP) and Security (IPSEC, SSL-VPN, NAT, GRE)
  • Provide technical leadership and consultation on complex system solutions, leveraging your expertise in next-generation firewalls and product architectures
  • Review and publish technical documentation in our Knowledge Base, and mentor colleagues in generating technical knowledge articles
  • Work with cross-functional teams, including Development, Sales, QA, and Marketing, to enhance product quality and internal processes
  • Identify trends in technical support and advocate for enhanced training initiatives to improve team proficiency
  • Champion a culture of innovation and continuous learning, mentoring team members to increase engineering skills and efficiency


Qualifications
Your Experience
  • Bachelors degree in Computer Science, Information Technology, or related field or equivalent military experience required
  • 5+ years of experience in a technical support role, with expertise in Routing & Switching and Security technologies
  • Strong understanding of cloud deployments, particularly in AWS and GCP
  • Experience with next-generation firewalls and deep knowledge of product-level architecture and packet flows
  • Familiarity with authentication protocols such as Radius and TACACS
  • Proficiency in using traffic generator tools, scripting, and automation mechanisms to replicate complex customer scenarios
  • Relevant certifications (e.g., CCNP, CCIE, CISSP) are highly desirable
  • Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to both technical and non-technical stakeholders

Employment Type: Full Time, Permanent

Read full job description

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