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Senior Technical Support Engineer, NGFW - Swing Shift

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Palo Alto Networks

2024-11-08 00:38:32

Job location Plano, Texas, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Job Description

Your Career

As a Platinum Support Engineer, you will work firsthand with our valued Platinum customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

The type of Customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers.

Your Impact

Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web

Meet enhanced response SLA's for customers who purchase our Platinum Support Offering

Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner

Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues

Work to reproduce customer issues and qualify critical issues

Work directly with ETAC and Engineering to get customer issues resolved

Have a thorough understanding of software release and bug cycles

Conduct multi-vendor troubleshooting

Has visibility across the entire organization and Executive Leadership

Publish Technical Support Bulletins and other user documentation in the Knowledge Base

Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing

Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.

Travel may be required to customer sites in the event of a critical situation to expedite resolution

Provide on-call support 24x7 on an as needed basis & provide coverage on weekends and public holidays as needed

Inform a friend!

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