Senior Technical Support Engineer
hace 1 mes
Our Mission
At Palo Alto Networks, our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We strive to create a world where each day is safer and more secure than the one before.
Our Approach to Work
We value flexibility and choice in all of our people programs. We offer personalization and provide our employees the opportunity to choose what works best for them. This includes our wellbeing support, growth and development, and beyond. We believe in the power of collaboration and value in-person interactions, which is why our employees generally work from the office three days a week, leaving two days for choice and flexibility to work where they feel most effective.
Your Career
In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. You will regularly update support cases to record the progress of calls in the call tracking system and document technical solutions and product information in the knowledge base. You will work to reproduce customer issues and qualify escalations, and collaborate with Development, Sales, Q/A, and Marketing to build a positive customer experience.
Your Impact
- Provide Tier 3 level Technical Support to customers and partners.
- Provide configurations, troubleshooting, and best practices to customers.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done 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.
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