Palo Alto Networks - Plano, TX
posted 3 months ago
As a Sr. Technical Support Engineer at Palo Alto Networks, you will play a pivotal role in ensuring the success of our customers by addressing their complex post-sales concerns. This position requires a deep understanding of cybersecurity and network security, as you will be tasked with analyzing situations and data to provide tailored solutions. You will act as a designated customer advocate under our Focused Services initiative, offering personalized support that includes weekly reviews, root cause analysis for critical issues, and upgrade planning. Your ability to communicate effectively with both technical and non-technical stakeholders will be crucial in fostering trust and credibility with our clients. In this role, you will be responsible for providing advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues. You will take ownership of support cases from initiation to resolution, meticulously documenting all troubleshooting steps and ensuring timely updates. Your expertise will be essential in managing critical customer support cases, particularly in multi-vendor environments, and you will work closely with various teams, including Account, Sales, and Marketing, to enhance the overall customer experience. You will also be expected to identify product defects and collaborate with engineering and quality assurance teams to improve software and hardware quality. Additionally, you will facilitate the hiring and onboarding process for new technical support staff, ensuring they are well-equipped with the necessary skills and knowledge. Your contributions will extend to authoring technical documentation and support bulletins, which will serve as valuable resources for both internal teams and customers. This position may require travel to customer sites in critical situations to expedite resolutions, emphasizing the importance of your role in maintaining customer satisfaction and security.