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We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our team at Palo Alto Networks. As a key member of our technical support team, you will play a critical role in providing exceptional support to our valued customers who have purchased our Platinum Service.
Key Responsibilities- Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via various communication channels.
- Meet enhanced response SLA's for customers who purchase our Platinum Support Offering.
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
- Use fault isolation and root cause analysis skills to diagnose and tackle complex technical issues.
- Work to reproduce customer issues and qualify critical issues.
- Collaborate with ETAC and Engineering to resolve customer issues.
- Have a thorough understanding of software release and bug cycles.
- Conduct multi-vendor troubleshooting.
- Have visibility across the entire organization and Executive Leadership.
- Publish Technical Support Bulletins and other user documentation in the Knowledge Base.
- Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing.
- Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
- Required experience with TCP/IP.
- Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols.
- In-depth experience in routing and switching (OSPF, BGP, VLAN, STP).
- Experience with security (IPSEC, SSL-VPN, NAT, GRE).
- Prior experience in similar vendor Technical Support Centers.
- Experience with Authentication Protocols a plus (Radius / TACACS).
- Excellent written and verbal communication skills.
- Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus.
Palo Alto Networks is a leading cybersecurity company that is committed to providing exceptional support to our customers. We are a team of problem solvers who take risks and challenge the status quo in the cybersecurity industry. We are committed to providing reasonable accommodations for all qualified individuals with a disability and are an equal opportunity employer.
