Sr. Technical Support Engineer, Prisma Access
Palo Alto Networks is seeking a highly skilled Sr. Technical Support Engineer to join our dynamic team and play a key role in supporting our Prisma Access product. As the Sr. Technical Support Engineer, you will be responsible for providing technical support to our customers, troubleshooting complex issues, and collaborating with cross-functional teams to deliver exceptional customer service. We are looking for a self-motivated individual with a strong technical background and excellent communication skills to join our growing organization. If you are passionate about solving technical challenges and thrive in a fast-paced environment, we would love to hear from you.
- Provide technical support to customers using Palo Alto Networks' Prisma Access product.
- Troubleshoot and resolve complex technical issues reported by customers in a timely and efficient manner.
- Collaborate with cross-functional teams, including product development and sales, to identify and resolve customer issues.
- Serve as a subject matter expert for the Prisma Access product and stay up-to-date on product updates and enhancements.
- Ensure high levels of customer satisfaction by delivering exceptional customer service and support.
- Document and track customer issues and resolutions in our support system.
- Continuously improve technical knowledge and skills through training and self-study.
- Communicate technical information and solutions to customers in a clear and concise manner.
- Act as a mentor and resource for other technical support team members.
- Contribute to the development and improvement of processes and tools used by the technical support team.
- Participate in on-call rotation to provide 24/7 support to customers.
- Collaborate with the product development team to provide feedback on product features and functionality based on customer feedback and support experience.
- Comply with all company policies and procedures, including maintaining confidentiality of customer information.
- Maintain a positive and professional attitude when interacting with customers and colleagues.
- Keep accurate records of customer interactions and provide regular reports to management on support activities and trends.
Extensive Experience And Knowledge In Network Security: A Sr. Technical Support Engineer At Palo Alto Networks Should Have A Strong Understanding Of Network Security Concepts, Protocols, And Technologies. They Should Be Familiar With Various Security Solutions Such As Firewalls, Vpns, And Ids/Ips.
Proficient In Troubleshooting And Problem-Solving: As A Sr. Technical Support Engineer, The Ability To Troubleshoot Complex Technical Issues And Provide Effective Solutions Is Crucial. Candidates Should Have A Proven Track Record Of Resolving Customer Issues In A Timely Manner.
Excellent Communication And Customer Service Skills: This Role Requires Frequent Interaction With Customers, So The Ideal Candidate Should Have Exceptional Communication And Customer Service Skills. They Should Be Able To Explain Technical Concepts To Non-Technical Individuals And Have A Patient And Empathetic Approach To Customer Interactions.
Strong Knowledge Of Prisma Access: Prisma Access Is A Cloud-Delivered Security Service Offered By Palo Alto Networks. The Ideal Candidate Should Have In-Depth Knowledge Of This Solution And Its Features, As Well As Experience In Deploying And Managing It.
Relevant Certifications And Education: A Sr. Technical Support Engineer Should Have A Bachelor's Degree In A Relevant Field Such As Computer Science Or Information Technology. Additionally, Certifications Such As Ccnp Security, Ccie Security, Or Pcnse (Palo Alto Networks Certified Network Security Engineer) Are Highly Desirable.
Virtualization
Cloud Security
Endpoint security
Firewall configuration
Network troubleshooting
Incident response
Network Monitoring
Troubleshooting tools
Security Policies
Vpn Management
Cybersecurity Compliance
Communication
Conflict Resolution
Customer Service
Emotional Intelligence
Leadership
Time management
creativity
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Sr. Technical Support Engineer, Prisma Access in Plano, TX, USA is between $100,000-$130,000 per year. However, this can vary depending on factors such as experience, education, and the specific company or industry the engineer is working in. Some companies may offer higher salaries or additional benefits for this role. It is always best to research the specific company and job listing to get a more accurate salary range for a Sr. Technical Support Engineer in Plano, TX.
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Palo Alto Networks, Inc. an American multinational cybersecurity company with headquarters in Santa Clara, California. Its core products are a platform that includes advanced firewalls and cloud-based offerings that extend those firewalls to cover other aspects of security.
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