Technical Support Engineer

Your Career

As a Technical Support Engineer, you will be responseible for troubleshooting a range of technical issues whilst providing a high level of service to our premium support customers. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers’ teams. You will engage both proactively and reactively with the customer to address any Palo Alto Networks technology technical needs. You will also provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value.

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in call tracking system and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with developers to resolve technical issues.

Your Impact

• Provide reactive/proactive Designated Technical Support to top tier customers
• Provide configuration review, troubleshooting and best practices to named customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts

Requirements

Your Experience

• Bachelor's in Computer Science, Networking or equivalent relevant experience
• Demonstrated knowledge of TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP)
• Ability to independently debug broad, complex, and unique networks with mixed media and protocols
• Proficient in clearly articulating technical issues to both technical and non-technical audiences, and explain the impact in business terms
• Excellent written and verbal communication skills; ability to communicate effectively with various stakeholders and customers.

Preferred Qualifications

• Experience with Palo Alto Networks products and technology
• Knowledge of Authentication Protocols (Radius / TACACS)