Company:
Palo Alto Networks
Location: Plano
Closing Date: 19/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description
Your Impact
Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web.
Primary escalation point for technical issues that are unable to be resolved by front line support engineers.
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues.
Identify product defects (code, environment) and file bug reports with the engineering team and coordinate with Quality Assurance teams to improve overall software quality per release cycle.
Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation.
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing.
Provide weekend and holidays on-call support as-needed basis.
Your Impact
Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web.
Primary escalation point for technical issues that are unable to be resolved by front line support engineers.
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues.
Identify product defects (code, environment) and file bug reports with the engineering team and coordinate with Quality Assurance teams to improve overall software quality per release cycle.
Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation.
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing.
Provide weekend and holidays on-call support as-needed basis.
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