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Technical Support Engineer, Premium Support

3 months ago

Bengaluru, India Palo Alto Networks Full time
Job Description

Your Career

As a Technical Support Engineer, you will be responseible for troubleshooting a range of technical issues whilst providing a high level of service to our premium support customers.  In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers’ teams.  You will engage both proactively and reactively with the customer to address any Palo Alto Networks technology technical needs. You will also provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value. 

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in call tracking system and documenting technical solutions and product information in account-specific repositories.  Work to reproduce customer issues and work with developers to resolve technical issues.

Your Impact

  • Provide reactive/proactive Designated Technical Support to top tier customers
  • Provide configuration review, troubleshooting and best practices to named customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts

Qualifications

Your Experience

  • Bachelor's in Computer Science, Networking or equivalent relevant experience or equivalent military experience 
  • 5+ years of experience in technical support type roles, ideally for Premium/Designated customers
  • Demonstrated knowledge of TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP)
  • Ability to independently debug broad, complex, and unique networks with mixed media and protocols
  • Proficient in clearly articulating technical issues to both technical and non-technical audiences, and explain the impact in business terms
  • Excellent written and verbal communication skills - ability to communicate effectively with various stakeholders and customers

Preferred Qualifications

  • Experience with Palo Alto Networks products and technology
  • Knowledge of Authentication Protocols (Radius / TACACS)


Additional Information

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are 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 at accommodations@paloaltonetworks.com.

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.

All your information will be kept confidential according to EEO guidelines.

#LI-JM4

Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

  • Vaccine requirements and disclosure obligations vary by country.
  • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
    • The job requires accessing a company worksite
    • The job requires in-person customer contact and the customer has implemented such requirements
    • You choose to access a Palo Alto Networks worksite
  • If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.