Senior Technical Support Strata
On-siteBengaluru, Karnataka, India
Job Summary
Senior Technical Support Engineer at Palo Alto Networks focusing on post-sales customer support in cybersecurity. Responsible for delivering expert-level technical assistance to top-tier customers through in-depth troubleshooting, configuration guidance, root cause analysis, and upgrade planning to enhance security posture. Own support cases end-to-end, perform multi-vendor troubleshooting, and communicate solutions to diverse audiences including executives. Collaborate with Account, Sales, and Marketing teams to ensure a positive customer experience, conduct Quarterly Business Reviews and Account Case Reviews with tailored recommendations, and contribute to knowledge bases and training materials. Travel to customer sites to expedite critical issue resolution and leverage AI-powered diagnostics and automated tools to accelerate root-cause analysis and reduce time-to-resolution.
Required Qualifications
- 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 required
- Expertise in TCP/IP, LAN/WAN technologies, routing protocols (e.g, BGP, OSPF, EIGRP), and branch/center architectures
- Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & 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 (TCP/UDP, SNMP, IPv6, VLSM, CIDR, NAT) and authentication protocols (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
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