Company:
Palo Alto Networks
Location: Plano
Closing Date: 18/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description
Your Career
You will work firsthand with our valued 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.
You will regularly participate in technical discussions with multi–functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure â?? which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
We are looking for a highly motivated and customer–focused professional. As part of the global Cortex XDR support team, you will serve our customer base by providing technical support, by answering incoming support inquiries, and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.
Your Impact
Respond to user–reported issues in adherence to established Service Level Agreements
Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
Provide timely feedback on the development process on customer–reported product problems
Document actions to effectively communicate information internally and to customers
Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Your Career
You will work firsthand with our valued 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.
You will regularly participate in technical discussions with multi–functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure â?? which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
We are looking for a highly motivated and customer–focused professional. As part of the global Cortex XDR support team, you will serve our customer base by providing technical support, by answering incoming support inquiries, and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.
Your Impact
Respond to user–reported issues in adherence to established Service Level Agreements
Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
Provide timely feedback on the development process on customer–reported product problems
Document actions to effectively communicate information internally and to customers
Facilitate root cause investigations and manage the implementation of corrective and preventative measures
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