Full-Time Sr. Technical Support Engineer

Your CareerYou will work firsthand with valued customers to address complex post-sales concerns requiring in-depth analysis. You are a critical thinker, understanding methods, techniques, and evaluation criteria for results.

You'll network with key contacts and effectively detail technical issues to both technical and non-technical professionals.

You will participate in technical discussions with multi-functional teams fostering transparency for better products, environments, and cybersecurity.

YOUR IMPACT

• Offer advanced-level technical assistance to top-tier customers ensuring prompt issue resolution and tailored solutions.
• Communicate technical solutions to technical and executive stakeholders fostering trust and credibility.
• Provide tailored troubleshooting, configuration guidance, and best practices.
• Own support cases from initiation to resolution ensuring meticulous documentation, timely updates, and comprehensive closure summaries in the ticketing system.
• Conduct multi-vendor troubleshooting on complex engagements and build positive customer experiences by working closely with Account, Sales, and Marketing teams.
• Utilize fault isolation and root cause analysis for post-sales technical support, configuration, troubleshooting, and standard methodologies.
• Be the subject matter expert on core Palo Alto Networks product line technologies.
• Identify product defects using lab replication, network simulation, and validation tools. File bug reports and develop test plans with QA teams for improved software and hardware quality.
• Facilitate hiring/onboarding with technical screens, train new hires, and enable process/tool knowledge.
• Author Technical Support Bulletins and technical documentation.
• Travel to customer sites for critical situations.

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