Focused Services Technical Support Specialist
6 days ago
Focused Services Technical Support Expert
About the Role
We are seeking a highly skilled and experienced technical support expert to join our team. As a key member of our Focused Services team, you will provide advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize security infrastructure.
Your Key Responsibilities
- Fault Isolation and Root Cause Analysis: Utilize your expertise in fault isolation and root cause analysis to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers.
- Technical Expertise: Be the subject matter expert on core technologies of Palo Alto Networks product line.
- Product Defects Identification: Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools.
- Bug Reporting and Quality Assurance: File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle.
- Hiring and Onboarding: Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness.
- Documentation and Training: Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides.
- Critical Situation Resolution: Travel to customer sites in the event of a critical situation to expedite resolution as required.
Why Join Our Team
We offer a dynamic and challenging work environment that allows you to grow professionally and personally. As a member of our team, you will have the opportunity to work with cutting-edge technology and collaborate with a talented group of professionals who share your passion for delivering exceptional customer service.
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