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Senior Technical Support Specialist

2 months ago

Plano, Texas, United States Palo Alto Networks Full time
Job Summary

We are seeking a highly skilled Senior Technical Support Specialist to join our team at Palo Alto Networks. As a key member of our technical support team, you will play a critical role in providing exceptional support to our valued customers, ensuring their success with our products and services.

Key Responsibilities
  • Provide technical support to customers via phone, email, and web, resolving complex technical issues and ensuring timely issue resolution.
  • Collaborate with cross-functional teams, including Development, Sales, Quality Assurance, and Marketing, to build a positive customer experience.
  • Develop and publish technical support bulletins and user documentation in our Knowledge Base.
  • Work closely with customers to understand their technical requirements and provide tailored solutions.
  • Participate in technical discussions and contribute to the development of new products and services.
Requirements
  • Strong knowledge of TCP/IP and networking protocols.
  • Ability to debug complex network issues and provide root cause analysis.
  • 3+ years of relevant support experience, preferably in a vendor technical support center.
  • Excellent written and verbal communication skills.
  • Experience with Cisco, Checkpoint, Juniper, and Fortinet products is a plus.
  • Bachelor's degree or equivalent experience required.
What We Offer

We offer a competitive compensation package, including a base salary, restricted stock units, and a bonus. Our team is committed to providing a positive and inclusive work environment, and we are an equal opportunity employer.