Technical Support Engineer- Prisma Access Browser

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. 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, macOS, 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. Profi ... (truncated, view full listing at source)