Senior Technical Support Engineer - Firewall, APAC
Palo Alto Networks
- Singapore
- Permanent
- Full-time
- Provide Technical Support to customers and partners
- T3-technical support role who will be handling escalations from front line and Tier 2 technical support teams within Palo Alto networks
- Provide configurations, troubleshooting and best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Preparing detailed RCA document for official submissions to customers
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Working with engineering on filling bugs and working with product teams on feature requests
- Working on Hot / Risk technical escalations from the region or other theaters
- Lead case swarming and training sessions for frontline teams
- More than 5 years of customer-facing technical support experience
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
- Experience working with Firewall Central Management Systems
- Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
- Working knowledge of Security services (IDS/IPS, Firewalls etc.)
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
- Excellent Chinese & English written and verbal communication skills are required
- Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
- Willing to work in flexible and varying shift times including weekends and evenings is a plus
- Travel to customer sites in the event of a critical situation to expedite resolution as required (if needed) is a plus