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Lead Technical Support Specialist
hace 2 meses
As a Senior Technical Support Engineer at Palo Alto Networks, you will play a pivotal role in delivering exceptional post-sales technical assistance to our End User Customers through various communication channels including phone, email, and web. Your responsibilities will include maintaining detailed records of support cases, documenting technical solutions, and contributing to our knowledge base.
Key Responsibilities
- Deliver Tier 3 technical support to both customers and partners.
- Offer configuration guidance, troubleshooting assistance, and best practice recommendations.
- Manage support cases effectively to ensure timely resolution and follow-up.
- Conduct fault isolation and root cause analysis for complex technical issues.
- Publish Technical Support Bulletins and maintain technical documentation in the Knowledge Base.
- Review and enhance technical documentation for training materials and troubleshooting guides.
- Participate in on-call duties as needed.
- Assist in the development and documentation of escalation processes specific to threats.
- Engage in internal tool development initiatives.
- Perform due diligence related to malware or exploit analysis.
- Create and deliver specialized training materials for the Technical Assistance Center (TAC).
- Collaborate directly with Engineering, Development, and Operations teams to resolve customer issues.
- Conduct Technical Case Audits to identify educational opportunities.
Qualifications
- Exceptional written and verbal communication skills.
- Fluency in English; proficiency in additional major European languages is advantageous.
- Proven experience in a Technical Support role.
- In-depth knowledge of the threat landscape, including malware and exploit behaviors.
- Experience in security roles, particularly in malware response.
- Proficiency in Wireshark/TCPDump for packet capture troubleshooting.
- Familiarity with Linux and Windows operating systems.
- Expertise in TCP/IP, HTTP, PKI & SSL, and intrusion detection/prevention systems.
- High-level understanding of regular expressions and evasion techniques.
- Programming experience and knowledge of scripting languages such as shell, Perl, or Python is a plus.
- Strong grasp of Routing & Switching protocols and Security technologies.
- Experience with Layer 7 application protocols is highly beneficial.
- Familiarity with Cisco security products and Authentication Protocols is advantageous.
- Ability to independently troubleshoot complex network environments.
Team Dynamics
The Technical Support team at Palo Alto Networks is integral to our mission of ensuring customer success. In this role, you will be involved in the implementation of new products, transitioning from legacy systems, and addressing critical issues proactively. Our commitment to customer support evolves with the changing landscape of technology and threats.
Company Values
At Palo Alto Networks, we are innovators who embrace challenges and strive to redefine the cybersecurity landscape. We believe that diverse teams foster creativity and drive success. We are dedicated to providing reasonable accommodations for qualified individuals with disabilities.
