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Senior Technical Support Professional

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Technical Support Role Overview

We are seeking a skilled Technical Support Engineer to join our team. In this role, you will work closely with customers to address their complex technical concerns.

  • Provide advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues and delivering tailored solutions to optimize their security infrastructure.
  • Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of customer organizations.
  • Deliver tailored troubleshooting, configuration guidance, and best practices to customers.
  • Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system.
  • Manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with Account, Sales, and Marketing teams.
  • Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers.
  • Be the subject matter expert on core technologies of Palo Alto Networks product line.
  • Identify product defects via lab replication using network simulation, lab automation, performance testing, and validation tools.
  • 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.
  • 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.
  • Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides.

As a Technical Support Engineer, you will be responsible for providing top-notch support to our valued customers. If you have a passion for technology and a drive to deliver exceptional results, we encourage you to apply for this exciting opportunity.