Senior Technical Support Specialist
hace 3 semanas
Our Mission
Palo Alto Networks is committed to being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Who We Are
We take our mission of protecting the digital way of life seriously. We're relentless in protecting our customers and believe the unique ideas of every member of our team contribute to our collective success. Our values were crowdsourced by employees and are brought to life through each of us every day - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
Your Career
As a Platinum Support Engineer, you'll work firsthand with our valued customers to address their complex post-sales concerns. You'll enjoy networking with key contacts outside your area of expertise, detailing difficult technical issues to both non-technical and technical professionals. You'll work with customers who manage critical infrastructures and require guaranteed response times as well as enhanced services for their mission-critical systems.
Your Impact
Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, 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 finished in a timely manner. Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues. Work to reproduce customer issues and qualify critical issues. Work directly with ETAC and Engineering to get customer issues resolved. Have a thorough understanding of software release and bug cycles.
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