Sr. Technical Support Engineer, Prisma Access

ZipRecruiter; Santa Clara (CA); On-site; USD 94,000 - 152,000; Full time

Job summary

An innovative cybersecurity firm is seeking a dedicated Technical Support Specialist to ensure customer success through expert post-sales support. In this role, you will tackle complex technical issues, providing solutions with a focus on transparency and collaboration. Your ability to communicate effectively with both technical and non-technical audiences will be crucial as you manage support cases and work alongside engineering teams to enhance product quality. Join a dynamic team committed to safeguarding digital environments and making a real impact in the cybersecurity landscape.

Qualifications

• Experience in a Technical Support environment is crucial.
• Excellent communication skills are essential for this role.
• Knowledge of security services and firewall management is a plus.

Responsibilities

• Provide post-sales technical support via phone, email, and web.
• Diagnose complex technical issues using fault isolation and root cause analysis.
• Collaborate with engineering and QA teams to improve software quality.

Skills

Technical Support Experience

Excellent Communication Skills

LAN/WAN Technologies

VPN

IPSEC

PKI

SSL

TCP/IP

Multi-factor Authentication Systems

Firewalls Knowledge

Firewall Management Systems

Virtualization (AWS, Azure, VMWare, OpenStack)

Windows and Mac OS

Zero Trust Network Access Solutions

Debugging Complex Networks

Job description

Job Description

Company Description

Our Mission

At Palo Alto Networks, everything starts and ends with our mission: being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on challenging and disrupting the way things are done, and we’re looking for innovators committed to shaping the future of cybersecurity.

Who We Are

We take our mission seriously. We are relentless in protecting our customers and believe that the unique ideas of every team member contribute to our collective success. Our values, crowdsourced by employees, are reflected in our daily actions—disruptive innovation, collaboration, integrity, and inclusion. We support our employees' development and wellbeing through programs like FLEXBenefits, mental and financial health resources, and personalized learning opportunities.

We value collaboration and in-person interactions, primarily working from our offices with flexibility when needed, fostering casual conversations, problem-solving, and trusted relationships.

Job Description

Your Career

You will work directly with customers to address complex post-sales concerns, requiring in-depth evaluation and critical thinking. You’ll network with contacts outside your expertise, explaining technical issues to both technical and non-technical audiences.

You will participate in technical discussions, promoting transparency for better products and cybersecurity. Your quick thinking and support will help clients keep their environments secure, often under high-pressure situations.

Your Impact

• Provide post-sales technical support via phone, email, and web
• Manage support cases ensuring timely resolution
• Diagnose complex technical issues using fault isolation and root cause analysis
• Identify product defects through lab replication and testing
• Collaborate with engineering and QA teams to improve software quality
• Publish technical documentation and support materials
• Review technical documentation for training and marketing
• Travel to customer sites for critical issues
• Provide on-call support as needed

Qualifications

Your Experience

• Experience in a Technical Support environment
• Excellent communication skills
• Expertise with LAN/WAN Technologies, VPN, IPSEC, PKI, SSL, TCP/IP, and multi-factor authentication systems
• Knowledge of security services like IDS/IPS, Firewalls
• Experience with Firewall Management Systems and Virtualization (AWS, Azure, VMWare, OpenStack)
• Experience with Windows and Mac OS is a plus
• Knowledge of Zero Trust Network Access solutions is a plus
• Ability to debug complex networks and protocols
• Willingness to work flexible shifts including weekends and evenings

Additional Information

The Team

Our technical support team is essential to our success, enabling customer success through ongoing support, product implementation, and issue resolution.

Compensation Disclosure

Salary ranges from $94,000 to $152,000 annually, depending on experience and location. Compensation may include stock and bonuses. Benefits details are available upon request.

Our Commitment

We are committed to diversity and inclusion. If you need accommodations during the application process, contact [e-mail].

Palo Alto Networks is an equal opportunity employer, considering all qualified applicants without discrimination based on legally protected characteristics.