Senior Technical Support Engineer - Platinum Support

As a Senior Technical Support Engineer for our Platinum Support team, you will provide advanced, post-sales technical solutions to our most valued customers. This role requires addressing complex issues where in-depth evaluation of multiple factors is essential. You will be a critical thinker, adept at using sophisticated methods and techniques to achieve results, and skilled at communicating intricate technical details to both technical and non-technical audiences.

• Provide advanced post-sales technical support, including configuration and troubleshooting, to Platinum customers via phone, email, and web.
• Meet or exceed enhanced response time SLAs for mission-critical systems covered under the Platinum Support offering.
• Manage and own customer support cases from initial report to final resolution, ensuring timely follow-ups and comprehensive documentation.
• Apply expert fault isolation and root cause analysis methodologies to diagnose and resolve complex technical challenges in customer environments.
• Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs.
• Conduct multi-vendor troubleshooting to resolve issues in complex, integrated network and security environments.
• Author and publish Technical Support Bulletins and other technical documentation to the company's knowledge base.
• Proactively collaborate with Development, Sales, and Quality Assurance teams to enhance the customer experience and improve product documentation.

• Bachelor's degree in a technical field or equivalent practical experience.
• 5+ years of experience in a technical support or network engineering role.
• Expert-level knowledge of TCP/IP and extensive experience with routing and switching protocols (e.g., OSPF, BGP).
• In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE.
• Proven ability to independently debug broad and complex networks with mixed media and protocols.
• Flexibility to work required shift hours, which may include afternoons, evenings, and weekends.

• Experience with Palo Alto Networks products (PCNSE certification is a strong plus).
• Advanced industry certifications such as CCIE or JNCIE.
• Experience with authentication protocols such as LDAP, SAML, RADIUS, or TACACS+.
• Knowledge of virtualization (VM) and multi-cloud environments (AWS, Azure, GCP).
• Prior experience working in a technical support center for a major networking or security vendor (e.g., Cisco, Juniper, Fortinet).