Highly Skilled Technical Support Specialist

As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns.

Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results.

Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity.

Providing swift resolution to keep their environments secure requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.

Key responsibilities include:

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-ups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the Engineering team to influence product operability
• Participate in weekend on-call rotation and provide after-hours support as required
• Communicate complex technical issues effectively to internal and external stakeholders

For this role, we are looking for individuals who possess the following qualifications:

A bachelor's degree in computer science or related discipline is required. Relevant military experience may be considered in lieu of a degree.

5 - 8 years of relevant work experience is preferred. Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications is essential.

Strong analytical and problem-solving skills are necessary for independent troubleshooting in diverse, complex environments.

Familiarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing is also desired.

Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities is highly valued.

Previous experience in a customer-facing technical support role is advantageous but not required.

We offer a range of benefits to support your well-being and career development:

Competitive compensation package

Flexible work arrangements to balance work and life

Ongoing learning and professional development opportunities

Recognition and rewards for outstanding performance

Access to cutting-edge technology and tools

Opportunities for career growth and advancement

Our dedication to our customers doesn't stop once they sign – it just evolves. Our technical team provides behind-the-scenes support to meet our customer's needs.

We're 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.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.