Senior Technical Support Engineer - Focused Services

Technical Support Engineer

Join our team as a dynamic Technical Support Engineer, driving customer success in the cybersecurity industry by addressing complex post-sales challenges. As a designated customer advocate, you will deliver tailored support, including weekly reviews, root cause analysis, and upgrade planning to enhance security posture. You will leverage advanced methods and critical thinking to develop effective solutions and articulate intricate technical issues to diverse audiences. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance in high-pressure situations to ensure customers maintain a secure environment.

Key Responsibilities

• 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.
• Leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning tools to accelerate root-cause analysis, optimize multi-vendor troubleshooting workflows, and decrease time-to-resolution for complex network security events.

Required Qualifications

• Minimum of 5 years of network security experience.
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience or equivalent military experience required.
• Expertise in TCP/IP, LAN/WAN technologies, routing protocols (e.g, BGP, OSPF, EIGRP), and branch/center architectures.
• Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies.
• Ability to independently debug complex networks with an advanced understanding of packet flow across multiple OSI layers.
• In-depth knowledge of networking operations (TCP/UDP, SNMP, IPv6, VLSM, CIDR, NAT) and authentication protocols (LDAP, TACACS+, Radius).
• Proficiency with network troubleshooting tools such as Wireshark and GNS3.
• Excellent written and verbal communication skills, with a proven track record of communicating technical concepts to diverse audiences, including C-level executives.
• Willingness to work outside of normal business hours as business needs dictate.

Preferred Qualifications

• Virtualization experience (AWS, Azure, VMWare, OpenStack).
• Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.).
• Experience with Python or Shell scripting.
• 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.