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RedLock

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5.0

based on 1 Review

51 RedLock Jobs

Senior Technical Support Engineer

Palo Alto Networks.

5.0

based on 1 Review

5-10 years

Bangalore / Bengaluru

1 vacancy

Senior Technical Support Engineer

RedLock

posted 7d ago

Job Role Insights

Key skills for the job

Computer Networking Cisco Linux Administration Microsoft Power BI Windows System Administration Training

+ 3 more

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

Qualifications

More than 5 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

Read full job description

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