Staff IT Application Support Engineer- Customer Experience

About the position

At Palo Alto Networks, we are looking for analytical, agile, and influential leaders to join our information technology team. This role involves supporting critical order to cash applications and requires the ability to quickly deliver meaningful results and solutions while accommodating evolving business needs and shifting priorities. You will be part of a dynamic team of seasoned developers and support engineers, investigating and diagnosing complex application issues escalated from L1 support and users. Your impact will include managing support tickets, conducting thorough analyses to determine the underlying causes of recurring issues, and maintaining a positive customer experience.

Responsibilities

• Investigate and diagnose complex application issues escalated from L1 support and users.
• Manage support tickets, track incidents, prioritize issues based on severity and impact, and provide timely updates to users and stakeholders.
• Conduct thorough analysis to determine the underlying cause of recurring issues and implement preventative measures.
• Provide clear and concise explanations to users regarding technical issues and maintain a positive customer experience.
• Update knowledge base with detailed troubleshooting steps, solutions, and relevant information.
• Identify when issues require escalation to L3 support teams and provide necessary context.
• Maintain agreed SLA’s, MTTA and MTTR.
• Work in a shift model to provide global and on-call support.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in L2 function supporting Order to Cash business function.
• Strong understanding of application architecture, databases, and operating systems.
• Advanced troubleshooting skills and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficiency in ticketing tools and system monitoring dashboards.
• Tools & Scripting knowledge (e.g., Service Now, MySQL, Postman, GSuite).
• Familiarity with ITIL framework and best practices for incident management.
• Must be local in SF bay area to be onsite.

Nice-to-haves

• Certifications in Salesforce, SAP, Java.

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items.
• Mental and financial health resources.
• Personalized learning opportunities.
• Restricted stock units and a bonus.