Senior Technical Support Engineer, Platinum

1 dzień temu

Warszawa, Mazovia, Polska Palo Alto Networks Pełny etat

About the Role

We are seeking a highly skilled Cybersecurity Support Engineer, Platinum to join our team at Palo Alto Networks. As a key member of our technical support team, you will play a critical role in providing exceptional support to our valued customers who have purchased our Platinum Service.

Your Responsibilities

  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, 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.
  • Conduct multi-vendor troubleshooting.
  • Have visibility across the entire organization and Executive Leadership.
  • 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.

Requirements

  • 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.

About Us

Palo Alto Networks is a trailblazer in the cybersecurity industry, committed to providing the best customer support in the industry. We're a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

We're an equal opportunity employer, celebrating diversity in our workplace and committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at.

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