Technical Support Expert for Mission-Critical Infrastructure
hace 5 días
We are seeking a seasoned Technical Support Engineer to join our team at Palo Alto Networks, providing unparalleled support to our valued customers. As a key member of our technical support team, you will work closely with customers to resolve complex post-sales concerns, leveraging your in-depth knowledge and skills to ensure their mission-critical systems are running smoothly.
Key Responsibilities- Provide expert-level technical support to customers via phone, email, and web, resolving issues efficiently and effectively.
- Meet enhanced response SLAs for Platinum Support Offering customers, ensuring timely resolution of critical issues.
- Collaborate with cross-functional teams, including ETAC and Engineering, to resolve customer issues and implement new products.
- Utilize fault isolation and root cause analysis skills to diagnose and tackle complex technical issues.
- Work directly with customers to reproduce issues, qualify critical problems, and develop solutions.
- Requires experience with TCP/IP and strong understanding of routing and switching protocols (OSPF, BGP, VLAN, STP).
- Able to independently debug broad, complex networks with mixed media and protocols.
- In-depth experience in security (IPSEC, SSL-VPN, NAT, GRE) and authentication protocols (Radius/TACACS).
- Prior experience in similar vendor Technical Support Centers.
- Excellent written and verbal communication skills.
$120,000 - $180,000 per annum, depending on location and experience.
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