Technical Lead, Professional Services, Prisma Access

Location

Noida | India

Job description

Your Impact

• Establish yourself as a trusted advisor and partner.
• Drive enablement within the team to enhance capability & self-sufficiency
• Head problem resolutions requiring analysis, troubleshooting and escalation to product development.
• Respond to and analyse complex inquiries of a technical nature and create readable and well-documented code to prevent, detect and resolve issues.
• Direct customers through issue resolution including customer meetings, status reports and updates.
• Identify, propose and enforce escalation process improvements.
• Provide contributions to the central escalation knowledge base.
• Identify tools gaps (if any), enhance needs and propose solutions.
• Lead conversations about industry trends and emerging changes to the security landscape that every customer needs to be aware of.
• Ability to discuss, with credibility, competitive offers in the marketplace and effectively differentiate against them.
• Act as the customer's advocate for any issues that require assistance and follow up with the customer until the issue is resolved.
• Provide high-level guidance on design consultation and standard methodology mentorship for rollout, implementation, and policy conversion.
• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives.
• Collaborate with customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program.
• Be a Go-To expert on Palo Alto Networks security solutions
• Provide after-hours and weekends ( 24/7 service model ) as needed to deliver solutions to the customers.

• Escalation management and critical customer handling
• Ability to lead a team on internal and customer projects
• Excellent written and verbal communication skills
• Leadership skills, being able to generate enthusiasm and commitment
• Ability to work within small creative teams as well as cross-functional team
• Scope management
• Experience in prioritizing & time management
• Product knowledge (Prisma Access) and Industry Experience
• Good / Deep understanding of the PANW Prisma Access solution
• Advanced understanding of internetworking, LAN, and WAN technologies.
• Experience with network, security solutions, and technologies leading security solutions in large environments.
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (LDAP, RADIUS etc.)
• Experience with troubleshooting skills related to networking, routing, IP, NAT, IPSEC VPNs and knowledge of how these interact with applications and users.
• Ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
• Experience with installation, configuration and operation of Palo Alto Networks products.
• Experience working with a multi-factor authentication security system.
• Experience in Endpoint security is a plus.
• Experience in Cloud technologies (AWS, Azure primarily, VMware NSX etc.)
• Experience with third-party vendors like Cisco, Checkpoint, Juniper & Fortinet is a plus.

The Team

Our professional services team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients post-sale. Our dedication to our customers doesn't stop once they sign - it evolves.

As threats and technology evolve, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised. But you won't wait for them to be raised, you'll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

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