Enterprise Security Solutions Expert

5 days ago


Plano, Texas, United States Palo Alto Networks Full time

About the Role:

We are seeking an experienced Enterprise Security Solutions Expert to join our team. As a Platinum Support Engineer, you will work directly with valued customers to address their complex security concerns. Your role will involve providing technical support, configurations, troubleshooting, and standard methodologies via phone, email, and web. You will meet enhanced response SLAs for customers who purchase our Platinum Support Offering, handle support cases, and use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues.

You will work closely with ETAC and Engineering to resolve customer issues, have a thorough understanding of software release and bug cycles, and conduct multi-vendor troubleshooting. Additionally, you will publish Technical Support Bulletins and other user documentation in the Knowledge Base, build a positive customer experience, and review user documentation for training materials and technical marketing collateral.

Responsibilities:

  • Provide technical support, configurations, troubleshooting, and standard methodologies to customers
  • Meet enhanced response SLAs for customers who purchase our Platinum Support Offering
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues

Compensation Package:$94,000 - $152,000 per year, including base salary, restricted stock units, and bonus opportunities.



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