Company:
Palo Alto Networks
Location: Santa Clara
Closing Date: 18/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description
Your Career
This is a Swing Shift Position working Monday through Friday, 12pm to 9pm PT
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 are 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 - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Your Impact
Provide Technical Support to customers, partners and Palo Alto Networks Tier2 engineers by phone, e-mail and in person
Work directly with ETAC and Software Engineering to get customer problems resolved
Have a thorough understanding of the Software release and bug cycles
Able to isolate root cause for product defects and Reproduce customer issues in the lab
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
Networks with key contacts outside own area of expertise- regularly participate in technical discussions with cross-functional teams
Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
Manage technical escalations & own complex cases
Able to conduct multi-vendor troubleshooting
Develop into Subject matter expert in at least one area
Has visibility across the entire organization - leadership is recognized across the organization
Provide coaching and mentoring to Tier 2 engineers
Your Career
This is a Swing Shift Position working Monday through Friday, 12pm to 9pm PT
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 are 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 - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Your Impact
Provide Technical Support to customers, partners and Palo Alto Networks Tier2 engineers by phone, e-mail and in person
Work directly with ETAC and Software Engineering to get customer problems resolved
Have a thorough understanding of the Software release and bug cycles
Able to isolate root cause for product defects and Reproduce customer issues in the lab
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
Networks with key contacts outside own area of expertise- regularly participate in technical discussions with cross-functional teams
Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
Manage technical escalations & own complex cases
Able to conduct multi-vendor troubleshooting
Develop into Subject matter expert in at least one area
Has visibility across the entire organization - leadership is recognized across the organization
Provide coaching and mentoring to Tier 2 engineers
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