Senior Technical Support Engineer

Summary

Join our team at Palo Alto Networks as a Technical Support Engineer and play a critical role in providing post-sales technical support to customers. You'll work with multi-functional teams, create transparency, and provide fast assistance to keep environments secure.

Responsibilities

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web
• Remote support, deployment and knowledge transfer
• 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
• 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
• Work shoulder to shoulder with the Sales and Sales Engineering Teams