Senior Technical Support Engineer Prisma Access

Company: StratApps Solutions Pvt. Ltd.
Location: Bangalore (On-site)
Shift: US Shift (24x7 Rotational Support)
Experience: 4-8 Years
Employment Type: Full-Time

About the Role

StratApps Solutions Pvt. Ltd. is seeking a highly skilled Senior Technical Support Engineer with strong expertise in Prisma Access and enterprise network security technologies. The ideal candidate will provide post-sales technical support to global customers, troubleshoot complex networking and security issues, and collaborate with cross-functional teams to ensure timely issue resolution and customer success.

Key Responsibilities

• Provide advanced technical support to enterprise customers and partners.
• Troubleshoot complex issues related to Prisma Access, GlobalProtect, VPN, and network security.
• Perform fault isolation, root cause analysis, and recommend effective solutions.
• Manage support cases from initiation through closure while meeting SLA commitments.
• Provide configuration guidance and best practices to customers.
• Collaborate with Engineering and Product teams to resolve critical technical issues.
• Create and maintain knowledge base articles and technical documentation.
• Participate in technical discussions and continuous process improvements.
• Provide on-call support during critical customer incidents, when required.

Mandatory Skills

• 48 years of experience in Technical Support, Network Security, or Network Operations.
• Hands-on experience with Prisma Access and GlobalProtect.
• Strong understanding of TCP/IP, Routing, Switching, DNS, and Network Troubleshooting.
• Experience with Remote Access VPN, IPsec VPN, and SSL VPN technologies.
• Good knowledge of Firewall technologies and Firewall Management Systems.
• Experience with Authentication Protocols such as SAML, LDAP, and RADIUS.
• Strong understanding of PKI (Public Key Infrastructure) and certificate-based authentication.
• Experience troubleshooting enterprise network security environments.
• Knowledge of IDS/IPS, NAT, Security Policies, and VPN technologies.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Excellent written and verbal communication skills.
• Willingness to work US Shift from the Bangalore office.

Preferred Skills

• Experience with Panorama administration and troubleshooting.
• Knowledge of AWS, Azure, VMware, or other cloud networking platforms.
• Experience with Cisco, Fortinet, Check Point, or Juniper security products.
• Working knowledge of Windows, Linux, and macOS troubleshooting.
• Palo Alto certifications such as PCNSA or PCNSE will be an added advantage