Palo Alto Technical Support Engineer

View full description

Requirements:

• Requires in-depth knowledge and experience for Palo Alto Networks Solutions (Strata, Prisma and Cortex).
• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging).
• Analytical troubleshooting skills in Linux, displaying problem-solving abilities.
• Strong proficiency in software and infrastructure troubleshooting, testing, and debugging.
• Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols.
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing.
• Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards.
• Exposure to SIEM, vulnerability management tools, and firewalls.
• Experience in a collaborative, 24x7 uptime environment with rotating on-call weekend responsibilities.
• Comfortable collaborating across diverse cross-functional teams.
• Previous experience in a customer-facing technical support role.
• Fundamental understanding of Kubernetes, GCP, AWS, and Azure for troubleshooting cloud agent deployment.
• Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks.
• A bachelor's degree in computer science or related discipline or equivalent military experience required.
• Palo Alto Networks PCNSE required. PCNSC preferred.

Responsibilities:

• Offer technical support to customers and partners.
• Effectively manage support cases from ticketing to resolution, including timely follow-ups.
• Conduct fault isolation and root cause analysis for technical issues.
• Review technical content for training, marketing, manuals, and troubleshooting guides.
• Provide configurations, troubleshooting, and best practices to customers.
• Collaborate with the end customer engineering team to influence product operability.
• Participate in weekend on-call rotation and provide after-hours support as required.
• Communicate complex technical issues effectively to internal and external stakeholders.
• Support the development of process automation and workflow management efficiencies.