Sr. Technical Support Engineer, Platinum Support (SASE)
BengaluruFull-time8–14 yrsPosted over a month ago
Leadership IT support role at Palo Alto Networks (India) in Bengaluru. Needs 8+ years and a B.Sc or M.Sc.
About the role
In this senior role, you will be a trusted technical partner for our valued customers, tackling their most complex post-sales challenges. You will apply in-depth analysis and critical thinking to resolve issues, acting as a key technical resource in high-pressure situations.
What you'll do
- Provide advanced post-sales technical support, including configuration, troubleshooting, and best practice guidance to customers via phone, email, and web
- Manage and own customer support cases from initial recording to final resolution, ensuring timely follow-up and effective communication
- Apply expert fault isolation and root cause analysis techniques to diagnose and resolve complex, multi-faceted technical issues in customer networks
- Proactively collaborate with Engineering and QA by reproducing customer issues to qualify and escalate critical bugs, ensuring alignment on solutions
- Deliver remote support for product deployments and conduct knowledge transfer sessions to empower customers and promote self-sufficiency
What you need
- Firewalls
- TCP/IP
- Network security
- Troubleshooting
- Root cause analysis
- Customer success
Good to have
- CISSP