Technical Support Engineer

October 14

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Value-added distribution • Global supply chain management • Marketing and business development support services • Emerging technology solutions • Design engineering

10,000+

Description

• 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 • Understand and interpret Palo Alto Networks Technical Support Bulletins and other technical documentation • 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 • Work with the services and business management to create new offerings

Requirements

• Minimum of 2 years of experience with Palo Alto Networks Cortex • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF) • 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 • Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous) • Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards • Exposure to SIEM, vulnerability management tools, and firewalls • Experience working in a collaborative, 24x7 uptime environment with rotating on-call weekend responsibilities • Comfortable collaborating across diverse cross-functional teams with open communication • Previous experience in a customer-facing technical support role (Support Engineer) • Fundamental understanding of Kubernetes, GCP, AWS, and Azure for troubleshooting cloud agent deployment and data extraction • Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous) • A bachelor's degree in computer science or related discipline or equivalent military experience required (advantageous) • Palo Alto Networks PCNSE required. PCNSC preferred.