Senior Technical Support Specialist
hace 4 semanas
Our Mission
Palo Alto Networks is a cybersecurity leader dedicated to 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 team is built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who share our commitment to shaping the future of cybersecurity.
Job Description:
We're seeking a highly skilled Senior Technical Support Engineer to join our team. As a critical member of our technical support group, you'll work directly with valued customers to address their complex post-sales concerns. You'll need to be a critical thinker with excellent problem-solving skills, able to analyze situations or data and provide in-depth evaluations of many factors. You'll also enjoy networking with key contacts outside your area of expertise, detailing difficult technical issues to both non-technical and technical professionals. Your quick thinking and support to our clients will provide the fast assistance they need to keep their environments secure, often in high-pressure situations.
Your Impact
- Provide 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 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 24x7 on an as-needed basis
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