Senior Technical Support Engineer, Platinum

4 tygodni temu

Warszawa, Mazovia, Polska TN Poland Pełny etat

Social network you want to login/join with:

Senior Technical Support Engineer, Platinum, WarsawClient:Location:

Warsaw, Poland

Job Category:

Other

EU work permit required:

Yes

Job Reference:

fa9cc81a8f26

Job Views:

71

Posted:

23.01.2025

Expiry Date:

09.03.2025

Job Description:

Company Description

Our Mission

At Palo Alto Networks everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We offer personalization and our employees the opportunity to choose what works best for them as often as possible.

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective.

Job Description

As a Platinum Support Engineer, you will work firsthand with our valued Platinum customers to address their complex post-sales concerns. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results.

Your Impact

  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web.
  • Meet enhanced response SLA's 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.
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base.
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing.
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
  • Travel may be required to customer sites in the event of a critical situation.
  • This position is on a 9am-6pm shift.

Qualifications

Your Experience

  • Required experience with TCP/IP.
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required.
  • In-depth experience in routing and switching (OSPF, BGP, VLAN, STP).
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE).
  • Prior experience in similar vendor Technical Support Centers.
  • Experience with Authentication Protocols a plus (Radius / TACACS).
  • Excellent written and verbal communication skills.
  • Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus.

Additional Information

The Team

Our technical support team is critical to our success and mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised.

Our Commitment

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. We are committed to providing reasonable accommodations for all qualified individuals with a disability.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

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