Sr. Technical Support Engineer, Prisma Access

Your CareerYou will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).Your ImpactProvide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and webManage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely mannerUse fault isolation and root cause analysis skills to diagnose and tackle complicated technical issuesIdentify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation toolsFile bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software quality per release cyclePublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Travel to customer sites in the event of a critical situation to expedite resolution as requiredProvide on-call support 24x7 on an as-needed basis