Senior Technical Support Engineer
BengaluruFull-time5–9 yrsPosted 5 months ago
Senior IT support role at Palo Alto Networks (India) in Bengaluru. Needs 5+ years.
About the role
As a Senior Technical Support Engineer, you will be a critical point of contact for our valued customers, addressing complex post-sales technical issues. You will leverage your in-depth analytical skills to troubleshoot and resolve challenging problems, collaborating with cross-functional teams to ensure customer success and product improvement.
What you'll do
- Act as a Tier 3 escalation point, handling complex technical issues from customers, partners, and internal support teams
- Provide advanced troubleshooting, configuration guidance, and best practices for SW Firewall products
- Manage the entire lifecycle of support cases, ensuring timely resolution, documentation, and customer follow-up
- Perform in-depth fault isolation and root cause analysis (RCA), preparing detailed reports for customer submission
- Proactively collaborate with Engineering and Product teams to report bugs, advocate for feature requests, and drive product improvements
What you need
- TCP/IP
- Networking
- Firewalls
- Troubleshooting
- Root cause analysis
- Customer success
Good to have
- VMware
- AWS
- GCP
- Azure
- Docker
- Kubernetes