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Technical Support Specialist

2 weeks ago

Bengaluru, Karnataka, India Palo Alto Networks Full time

At Palo Alto Networks, our mission is to protect the digital way of life by providing innovative cybersecurity solutions. As a Technical Support Specialist, you will play a critical role in helping our valued customers address their complex post-sales concerns.

Your Career

You will work closely with our customers to analyze situations or data that require an in-depth evaluation of many factors. Your strong analytical and problem-solving skills, self-motivation, and attention to detail will enable you to effectively communicate complex technical issues to both non-technical and technical professionals.

You'll enjoy networking with key contacts outside your area of expertise, detailing difficult technical issues, and participating in technical discussions with multi-functional teams to create an environment of transparency that ultimately leads to better products, working environments, and cybersecurity.

Your quick thinking and support to our clients provide the fast assistance they need to keep their environments secure – which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Key Responsibilities:

  • Provide Technical Support to customers and partners
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.