Senior Technical Support Engineer

Overview

Join the technical support team as a Senior Technical Support Engineer, driving customer success by resolving complex post-sales cybersecurity challenges. The role provides tailored customer support, performs root cause analysis and upgrade planning, and develops solutions for complex technical issues.

What you'll do

• Deliver expert-level technical assistance to top-tier customers 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, root cause analysis, documentation, and timely ticketing-system updates.
• Act as a trusted advisor by communicating technical solutions to technical and executive stakeholders.
• Collaborate with Account, Sales, and Marketing teams to provide a seamless customer experience and proactively address critical challenges.
• Conduct Quarterly Business Reviews and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk-mitigation strategies.
• Serve as a subject matter expert on Palo Alto Networks' core technologies.
• Identify 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 through technical screenings, training on technical and soft skills, and process and tools training.
• Author Technical Support Bulletins, training materials, and troubleshooting guides for internal and customer-facing resources.
• Provide rapid, high-quality support in high-pressure situations and travel 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.
• Use 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.

What you'll need

• 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.
• Expertise in TCP/IP, LAN/WAN technologies, routing protocols such as BGP, OSPF, and EIGRP, and branch/center architectures.
• Extensive experience troubleshooting Remote Access VPN solutions, including IPSEC, PKI, and 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, including TCP/UDP, SNMP, IPv6, VLSM, CIDR, and NAT.
• In-depth knowledge of authentication protocols, including 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.

Nice to have

• Virtualization experience with AWS, Azure, VMWare, or OpenStack.
• Experience with Windows, MAC OS, and Linux, including debugging, editing registries, and editing Plist.
• Experience with Python or Shell scripting.
• Multi-vendor exposure to Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/Intrusion Prevention Systems.

Details

• Location: Bangalore, India, at Bagmane Tech Park.
• The role is based in the office full time, with flexibility when needed.
• Work outside of normal business hours as business needs dictate.
• Travel to customer sites to expedite critical issue resolution.
• Immigration sponsorship is not available; applicants for work visas will not be sponsored.