VPN | Network Security | Troubleshooting | TCP/IP | SSL/TLS | IDS/IPS | Palo Alto Networks | PAN-OS | GlobalProtect | WildFire | Firewall | System Configuration | Network Infrastructure
• Provide technical support to customers via phone, email, and ticketing system regarding Palo Alto Networks security products
• Troubleshoot and resolve customer issues related to firewall policies, network connectivity, VPN configurations, threat prevention, and security features
• Collaborate with customers, cross-functional teams, and vendors to diagnose and resolve complex technical issues
• Perform system configurations and assist customers with initial product installations, upgrades, and migrations
• Monitor and analyze system logs and events to identify and respond to security threats and performance issues
• Document customer interactions, troubleshooting steps, and solutions in a knowledge base
• Stay up-to-date with latest trends and advancements in network security technologies and industry best practices
• Bachelor's degree in Computer Science, Information Technology, or related field preferred
• Knowledge of network security concepts, protocols, and technologies including TCP/IP, VPN, SSL/TLS, IDS/IPS, and next-generation firewalls
• Familiarity with Palo Alto Networks security products and technologies including PAN-OS, GlobalProtect, and WildFire preferred but not mandatory for entry-level
• Basic understanding of network infrastructure components such as routers, switches, and load balancers
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills with ability to explain complex technical concepts clearly
• Ability to work well in a team-oriented environment
• Flexibility to work in shifts and provide on-call support as required