Lead Technical Support Specialist

2 weeks ago

Santa Clara, California, United States Palo Alto Networks Full time
Job Overview

Company Overview

Palo Alto Networks is dedicated to our mission of being the cybersecurity partner of choice, ensuring the safety of our digital lives.

Work Philosophy

We prioritize personalization and choice in our employee programs, recognizing that each individual has unique needs. Our work environment encourages collaboration and in-person interactions, fostering a culture of innovation.

Position Summary

This role involves working the Swing Shift, Monday through Friday, from 12 PM to 9 PM PT. You will engage directly with our esteemed clients to resolve intricate post-sales inquiries, requiring a thorough analysis of various factors. Your analytical skills will be essential in understanding diverse methodologies and evaluation criteria to achieve optimal results.

Key Responsibilities

  • Deliver technical assistance to customers, partners, and Palo Alto Networks Tier 2 engineers via phone, email, and in-person interactions.
  • Collaborate closely with Engineering teams to resolve customer issues effectively.
  • Maintain a comprehensive understanding of software release cycles and bug tracking.
  • Diagnose root causes of product defects and replicate customer issues in a controlled environment.
  • Address complex problems that require detailed analysis and exercise sound judgment in selecting appropriate methodologies.
  • Engage with cross-functional teams to foster transparency and improve product offerings.
  • Contribute to technical documentation and knowledge bases, including publishing support bulletins.
  • Manage technical escalations and oversee intricate cases.
  • Conduct troubleshooting across multiple vendor platforms.
  • Develop expertise in a specific technical area.
  • Provide mentorship and guidance to Tier 2 engineers.

Qualifications

  • A minimum of 5 years of relevant experience in a technical support role.
  • Exceptional communication skills, capable of addressing complex technical issues with diverse stakeholders.
  • In-depth knowledge of networking principles and experience with various networking devices.
  • Familiarity with Cisco, Checkpoint, Juniper, and Fortinet technologies is advantageous.
  • Expertise in routing and switching protocols, as well as security protocols.
  • Ability to independently troubleshoot complex network environments.
  • Relevant industry certifications are a plus.
  • Ability to work autonomously while also being an effective team player.

Team Dynamics

Our technical support team plays a pivotal role in our mission. By providing ongoing support to clients post-purchase, we ensure their success and satisfaction. As technology and threats evolve, our team adapts to meet customer needs, addressing integrations and critical issues proactively.

Commitment to Diversity

Palo Alto Networks is an equal opportunity employer, celebrating diversity and ensuring that all qualified applicants receive consideration for employment without regard to various protected characteristics.

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