Technical Support Engineer- Prisma Access Browser

Job Summary The Team Customer Support - Our Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign — it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry. Job Summary In this role, you will work firsthand with our valued customers to address their complex post-sales concerns, requiring in-depth evaluation of various factors. You are a critical thinker who understands the methods, techniques, and evaluation criteria for obtaining results and excels at 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 leads to better products and enhanced cybersecurity. Key Responsibilities Provide advanced technical support to customers and partners for Prisma Access Browser. Deliver configurations, troubleshooting, and best practices to customers, ensuring optimal product performance. Manage support cases to ensure issues are recorded, tracked, resolved, and that follow-ups are completed in a timely manner. Perform fault isolation and root cause analysis for complex technical issues. Proactively collaborate with Engineering, QA, and Product Management to resolve issues and enhance product offerings. Publish Technical Support Bulletins and other technical documentation in the Knowledge Base. Provide on-call support, including mandatory weekend and holiday shift work, as part of a rotational schedule. Travel to customer sites for critical situations to expedite resolution when required. Qualifications Required Qualifications Bachelor's degree in a technical field or equivalent military experience is required. 5+ years of experience in a client-facing, technical support role. Demonstrable experience with IPSEC, TCP/IP, PKI, SSL/TLS, and HTTP/HTTPS protocols. Strong understanding of network routing protocols, with proficiency in BGP being mandatory. Expertise in troubleshooting operating systems including Windows, mac OS, and Linux (debugging, registry editing, event log analysis). Experience with authentication protocols such as SAML, LDAP, or RADIUS. Preferred Qualifications Experience working with Firewall Central Management Systems. Proficiency in using browser developer tools (e.g., Chrome Developer Tools) for HAR file analysis and issue isolation. Direct experience with Prisma Access and Global Protect solutions. Previous experience working with multi-factor authentication security systems (tokens, certificates, CAC cards). Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position. Please use this form to provide us with information that will help direct your request and find your data in all of our systems