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Senior Automation Support Engineer

2 months ago

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

Your Role

We are seeking a dedicated and customer-oriented individual to join our team. As a member of the global Cortex support division, you will assist our clientele by delivering technical assistance, addressing incoming support requests, and effectively managing escalations, phone inquiries, and emails in a friendly manner while adhering to established service level agreements.

Your Responsibilities

In this role, you will engage directly with our esteemed customers to resolve their intricate post-sales issues, where thorough analysis of various factors is essential. Your analytical skills will be crucial in understanding the methodologies, techniques, and evaluation criteria necessary for achieving results.

You will have the opportunity to network with key contacts beyond your immediate area of expertise, showcasing your ability to articulate complex technical challenges to both technical and non-technical audiences.

Collaboration and Communication

Regular participation in technical discussions with cross-functional teams will be expected, fostering an atmosphere of transparency that contributes to enhanced products, improved work environments, and superior cybersecurity measures.

Your ability to think quickly and provide timely support to our clients is vital in ensuring their environments remain secure. This often requires you to act swiftly and thoughtfully, delivering technical assistance as necessary, even in high-pressure scenarios.

Your Contributions

- Deliver technical support to customers and partners.
- Provide technical services, including script writing, troubleshooting, and best practices guidance.
- Address user-reported issues in compliance with established Service Level Agreements.
- Conduct advanced troubleshooting at both application and operating system levels, leveraging your knowledge and expertise.
- Manage support cases to ensure issues are documented, tracked, resolved, and timely follow-ups are conducted.
- Perform fault isolation and root cause analysis for technical challenges.
- Publish Technical Support Bulletins and maintain technical documentation in the Knowledge Base.
- Review technical documentation for training materials, marketing collateral, manuals, and troubleshooting guides.
- Offer on-call support as required.
- Collaborate with our Engineering team to influence product operability.
- Communicate effectively with all levels of stakeholders regarding complex technical matters.
- Identify fault areas (code, environment, or configuration) and collaborate with relevant teams to implement solutions.
- Provide timely feedback to the development process concerning customer-reported product issues.
- Document actions to effectively relay information internally and to customers.
- Facilitate root cause investigations and oversee the implementation of corrective and preventive measures.