Designated Engineer

Entelligence is seeking a Prisma Designated Engineer for our Professional Services team.

As a Designated Support Engineer , you will be heavily engaged to personalize customer experience and ensure a successful Palo Alto Networks product experience. In this role, you will develop a working partnership to assist the partner mitigate risks and troubleshoot to resolve technical issues for their customers. You will become a virtual part of the partners operational teams. You will engage both proactively and reactively with the partner to address any Palo Alto Networks technology technical needs. You will also provide escalation management for any technical issues.

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to partners and their customers in a professional manner. Regularly updating customer cases to record the progress and documenting technical solutions and product information in account-specific repositories. Working with the partner to reproduce customer issues and work with the TAC & developers to resolve technical issues.

Your Impact

Provide reactive/proactive Designated Technical Support to customers

Provide configuration review, troubleshooting and best practices assistance to the partner to aid resolution of customer issues. Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner

Provide fault isolation and root cause analysis for technical issues Gather and retain partner-specific documentation in a secure location for ease of troubleshooting

Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc. Occasional Travel may be required to customer sites

Your Experience

More than 4 years experience working with Palo Alto Networks Prisma Access and Prisma SD-WAN in client / partner facing technical role. Excellent written and verbal communication skills

Required experience with TCP/IP

Strong experience with Palo Alto Networks products and technology

Strong experience in Routing & Switching (OSPF / BGP / VLAN / STP)

Experience with Authentication Protocols a plus (Radius / TACACS) Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required

BA/BS in computer science or equivalent or equivalent military experience required

Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms. Ability to summarize a situation clearly for executives within the customer organization, and confident in delivering presentations to a senior audience

#LI-Remote

Keywords: #cortex #SOAR #XSOAR #SASE #SDWAN #Prismaaccess #cloudgenix #NGFW #prismacloud
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