Technical Support Engineer for Cybersecurity Solutions
4 days ago
We are seeking a highly skilled Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our support organization, you will play a critical role in providing exceptional customer experiences and ensuring the success of our clients.
With a strong focus on cybersecurity, this position requires an individual with deep technical knowledge and excellent problem-solving skills. You will work closely with cross-functional teams, including Development, Sales, and Marketing, to provide timely and effective support to our customers.
Responsibilities- Provide post-sales technical support to customers via phone, email, and web remote support.
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
- Use fault isolation and root cause analysis skills to diagnose and troubleshoot complex technical issues.
- Work to reproduce customer issues and qualify critical issues.
- Publish Technical Support Bulletins and user documentation in the Knowledge Base.
Additionally, you will build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing. This includes reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
Requirements- BS/MS or equivalent experience or military experience required.
- 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience.
- Advanced certifications such as CCIE/JNCIE/ CISSP an advantage.
- Excellent written and spoken communication skills, strength with establishing relationships.
- Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required.
Palo Alto Networks is a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment.
We're a company built on disrupting the status quo in cybersecurity. We're looking for innovators who are as committed to shaping the future of cybersecurity as we are. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life.
What We Offer- An estimated salary of $120,000 per year.
- A comprehensive benefits package that includes health insurance, retirement plans, and paid time off.
- Ongoing learning and development opportunities to help you grow your career.
- A collaborative and inclusive work environment that values diversity and promotes employee well-being.
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