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Lead Technical Support Specialist

2 months ago

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

Your Role

You will engage directly with our esteemed clients to resolve their intricate post-sales inquiries, where the analysis of situations or data necessitates a thorough assessment of numerous factors.

As a critical thinker, you will comprehend the methodologies, techniques, and evaluation standards required to achieve results.

You'll appreciate networking with key stakeholders beyond your immediate area of expertise, possessing a strong ability to articulate complex technical challenges to both technical and non-technical audiences.


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

Your prompt decision-making and support for our clients deliver the swift assistance they require to maintain secure environments – necessitating quick, thoughtful actions and the provision of technical support as required, often in high-pressure scenarios.

Your Contributions

  • Deliver post-sales technical assistance, configurations, troubleshooting, and best practices to clients through various communication channels.
  • Manage support cases to ensure that issues are documented, monitored, resolved, and follow-ups are completed promptly.
  • Employ fault isolation and root cause analysis techniques to diagnose and address complex technical challenges.
  • Reproduce client issues and assess critical situations.
  • Contribute to the Knowledge Base by publishing Technical Support Bulletins and other user documentation.
  • Enhance customer satisfaction by collaborating closely with Development, Sales, Quality Assurance, and Marketing teams.
  • Review user documentation for training resources, technical marketing materials, manuals, troubleshooting guides, etc.
  • Provide on-call support 24/7 as necessary and cover weekends and public holidays when required.