The Technical Support Engineer L3 is responsible for proactively responding to technical problems and incidents for customers supported under Park Place Technologies Maintenance and/or Managed Services offerings. This individual provides Level Three (L3) technical support on data center equipment and possesses original equipment manufacturer (OEM) technical product knowledge of the specific server, storage, or network hardware and/or software assigned for their role. The Solutions Support team is primarily focused on delivering Level 3 technical support post-sales. The team is also engaged to collaborate on delivering on our whole solutions lifecycle, which may include presales, professional services architecting, implementing, supporting, maintaining, and decommissioning data center solutions to ensure the continuity of business operations for all customers. This role is expected to work with other members of our Solutions Support organization in implementing and supporting Maintenance or Managed Services solutions for new and existing customers. In addition, the Technical Support Engineer L3 is responsible for working with our Research and Development (R&D) team to research, test, create, and deliver documentation and training as a part of our New Product Introduction (NPI) process for the release and support of new products and services.
What you’ll be doing:
Deliver technical support and service solutions for Maintenance or Managed Services customers in line with industry best practice to deliver continual service improvement over the whole service lifecycle. Provide remote level three technical support to field engineers and customer end users, via problem identification, troubleshooting, diagnostics, and repair strategies to resolution. Responsible for creation and review of technical solutions in the form of action plans and knowledge documents and approving knowledge base articles. Manage the customer’s expectations, exhibit excellent communication skills while securing customer confidence in Park Place Technologies to maintain and manage their equipment. Work closely with Client Services to ensure new customers are migrated with seamless handover / transition into our Maintenance or Managed Service services. Strive for continual service improvement based on a desire to become a world class Maintenance and Managed Service provider. Actively monitor an assigned queue for incoming support requests raised by customers. Prioritize tickets based on the severity of the situation. Engage with vendor partners to ensure that customer issues are resolved in an expedient manner. Update internal ticketing system: add action plans, update incidents with all customer communications and ensure accurate time logging. Participate in 7x24x365 call rotation. Contribute proactively to new product and service development. Assist with R & D initiatives. Develop new lab environments as required to support NPI, R&D, and training initiatives. Attend internal product training classes. Other duties as assigned.What we’re looking for:
Minimum of 10 years of progressive experience as a Network Engineer within a Managed Services Provider (MSP) or IT consulting environment. Deep, hands-on experience with at least two major firewall vendors (e.g., Palo Alto Networks, Fortinet, Cisco, Check Point) including advanced features and troubleshooting. Expert-level knowledge of TCP/IP, network topologies, routing protocols (BGP, EIGRP, OSPF), and switching technologies. Proven experience with SD-WAN technologies (Cisco Viptela, Fortinet SD-WAN, etc.). Strong understanding of network security principles, including VPNs, IPS/IDS, and access control. Experience with enterprise wireless network design and troubleshooting. Excellent analytical, problem-solving, and communication skills (written and verbal). Ability to work independently, manage multiple priorities, and thrive in a fast-paced, client-focused environment. Strong documentation skills and attention to detail.Firewall & Network Security Mastery:
Design, deploy, configure, and manage complex firewall environments (e.g., Palo Alto Networks, Fortinet, Cisco ASA/FTD, Check Point). Expertise in VPN technologies (IPsec, SSL VPN), including site-to-site, remote access, and multi-cloud connectivity. Implement and enforce advanced security policies, intrusion prevention/detection systems (IPS/IDS), URL filtering, application control, and threat management. Conduct security audits, vulnerability assessments, and implement remediation plans. Provide expert guidance on best practices for network segmentation, Zero Trust architectures, and regulatory compliance.
Preferred Certifications:
Cisco Certifications: CCNP Enterprise, CCIE Enterprise Infrastructure (Written or Lab) Palo Alto Networks: PCNSE (Palo Alto Networks Certified Network Security Engineer) Fortinet: NSE 4/5/7 (Fortinet Certified Network Security Professional/Analyst/Architect) CompTIA Security+, CySA+ Other relevant vendor-specific certifications (e.g., Juniper, Aruba, Check Point)
Education:
Bachelor's degree or equivalent experience required.
Travel:
<10%