Principal Technical Support Lead
5 days ago
Your Career
We are seeking a highly skilled Technical Support Specialist to join our team as a Principal Support Specialist. You will be a key member of our Technical Support team, providing expert-level support to our customers for Palo Alto Networks' SASE offerings.
As a Principal Support Specialist, you will be responsible for leading complex technical support cases, providing fault isolation and root cause analysis, and acting as a subject matter expert in areas including Routing & Switching and Security. You will also work closely with our SASE customers and partners to understand solutions offering requirements and needs for the region.
Your Impact
- Serve as the primary technical contact for escalated issues related to Palo Alto's SASE offerings
- Lead troubleshooting efforts for intricate technical problems, providing fault isolation and root cause analysis
- Act as a subject matter expert in areas including Routing & Switching (OSPF, BGP, VLAN, STP) and Security (IPSEC, SSL-VPN, NAT, GRE)
- Provide technical leadership and consultation on complex system solutions, leveraging your expertise in next-generation firewalls and product architectures
- Review and publish technical documentation in our Knowledge Base, and mentor colleagues in generating technical knowledge articles
- Work with cross-functional teams, including Development, Sales, QA, and Marketing, to enhance product quality and internal processes
- Identify trends in technical support and advocate for enhanced training initiatives to improve team proficiency
- Champion a culture of innovation and continuous learning, mentoring team members to increase engineering skills and efficiency
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