Palo Alto Networks - Santa Clara, CA
posted 4 months ago
At Palo Alto Networks, we are committed to being the cybersecurity partner of choice, protecting our digital way of life. In this Swing Shift position, you will work from Monday to Friday, 12pm to 9pm PT, directly engaging with our valued customers to address their complex post-sales concerns. This role requires a critical thinker who can analyze situations or data, requiring an in-depth evaluation of various factors. You will be responsible for providing technical support to customers, partners, and Palo Alto Networks Tier 2 engineers through various communication channels including phone, email, and in-person interactions. Your role will involve collaborating with the Engineering Technical Assistance Center (ETAC) and Software Engineering teams to resolve customer issues effectively. You will need to have a thorough understanding of software release and bug cycles, as well as the ability to isolate root causes for product defects and reproduce customer issues in a lab environment. This position requires you to work on complex issues where analysis of situations or data is crucial, exercising judgment in selecting methods and techniques for obtaining results. You will also network with key contacts outside your area of expertise and regularly participate in technical discussions with cross-functional teams, contributing to a transparent environment that fosters innovation and better cybersecurity solutions. In addition to providing technical support, you will publish Technical Support Bulletins, conduct technical reviews for the Knowledge Base, and contribute to customer-facing forums and other technical documentation. Managing technical escalations and owning complex cases will be part of your responsibilities, as well as developing into a subject matter expert in at least one area. You will have visibility across the organization, and your leadership will be recognized throughout the company. Coaching and mentoring Tier 2 engineers will also be a key aspect of your role, ensuring that our technical support team continues to excel in providing exceptional customer service.