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Senior Technical Support Engineer
hace 2 meses
Job Summary
We are seeking a highly skilled Technical Support Professional to join our team at Palo Alto Networks. As a Technical Support Professional, you will be responsible for providing technical support to our valued customers and partners, ensuring that their complex post-sales concerns are addressed in a timely and efficient manner.
Key Responsibilities
- Provide technical support to customers and partners, including configuration, troubleshooting, and best practices
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish technical support bulletins and other technical documentation in the knowledge base
- Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Travel to customer sites in the event of a critical situation to expedite resolution as required
- Provide on-call support on an as-needed basis
Requirements
- Excellent written and verbal communication skills
- Ability to work well in a diverse team environment
- Experience with DLP, data patterns, and data governance
- Experience with Linux and Unix systems
- Required experience with cloud security
- Required experience with AWS, Azure, and/or GCP
- Knowledge of CASB services is a plus
- Knowledge of scripting languages, preferably JavaScript and/or Ruby, is a plus
About the Team
Our technical support team is critical to our success and mission. As part of this team, you will enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves.
