Senior Technical Support Engineer Prisma Access

Company: StratApps Solutions Pvt. Ltd. Location: Bangalore (On-site) Shift: US Shift (24x7 Rotational Support) Experience: 48 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