Highly Experienced Technical Support Professional
hace 2 semanas
Job Overview
Palo Alto Networks is seeking a highly experienced technical support professional to join our team. As a Platinum Support Engineer, you will work closely with our valued customers to address their complex post-sales concerns.
About the Role
This is a critical role that requires excellent problem-solving skills, strong communication abilities, and in-depth knowledge of networking protocols and technologies.
Your Responsibilities
- Provide expert-level technical support to customers via phone, email, and web
- Meet enhanced response SLAs for customers who purchase our Platinum Support Offering
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups completed in a timely manner
- Use fault isolation and root cause analysis skills to diagnose and resolve complicated technical issues
- Work with ETAC and Engineering to resolve customer issues
- Have a thorough understanding of software release and bug cycles
- Conduct multi-vendor troubleshooting
- Collaborate with Development, Sales, Quality Assurance, and Marketing teams to build a positive customer experience
- Publish technical support bulletins and user documentation in the Knowledge Base
- Travel may be required to customer sites in the event of a critical situation
Requirements
To succeed in this role, you must have:
- Required experience with TCP/IP
- Ability to independently debug broad, complex 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
- Excellent written and verbal communication skills
- Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus
Benefits
We offer a competitive salary range of $110,000 - $140,000 per year, depending on experience, plus benefits including medical, dental, and vision insurance, 401(k) matching, and paid time off.
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