Sr. Technical Support Engineer, Focused Services

Overview

Serve as a senior technical support partner for customers, resolving complex post-sales network and security issues and coordinating with internal teams on solutions.

What you'll do

• Provide advanced post-sales support through configuration, troubleshooting, and best-practice guidance.
• Own customer cases from recording through resolution and follow-up.
• Apply fault isolation and root cause analysis to complex network issues.
• Reproduce customer issues and escalate critical bugs with Engineering and QA.
• Support product deployments remotely and deliver knowledge-transfer sessions.
• Create technical bulletins and knowledge-base documentation.
• Travel to customer sites during critical situations as needed.

What you'll need

• 8+ years of experience in technical support or network engineering with customer-facing problem-solving.
• Bachelor of Science or Master of Science in a relevant field, equivalent experience, or equivalent military experience.
• Ability to debug broad, complex, large-scale networks using mixed media and protocols.
• Expertise in TCP/IP, BGP multi-homing, and OSPF multi-area routing.
• Experience with IPsec, SSL-VPN, NAT, and GRE in multivendor firewall environments.

Nice to have

• CCIE, JNCIE, or CISSP certification.
• Technical support center experience with a network security vendor.
• Experience with Palo Alto Networks firewalls, Panorama, and VM-Series.
• Familiarity with RADIUS and TACACS+ authentication protocols.

Details

• Location: Bangalore, Karnataka, India.
• Work from the office full time, with flexibility when needed.
• Travel to customer sites may be required during critical situations.