Senior Technical Support Engineer, Platinum
4 tygodni temu
Job Description
Your Career
As a Platinum Support Engineer at Palo Alto Networks, you will work closely with our valued customers to address their complex post-sales concerns. You will be responsible for providing technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web. You will also meet enhanced response SLA's for customers who purchase our Platinum Support Offering.
Your Impact
- Provide post-sales technical support to customers
- 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
- Conduct multi-vendor troubleshooting
- Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
Qualifications
Your Experience
- Required experience with TCP/IP
- Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols
- 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)
Additional Information
The Team
Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.
Our Commitment
We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
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