Staff Technical Support Engineer - Platinum Support
BengaluruFull-time9–16 yrsPosted 4 days ago
Leadership IT support role at Palo Alto Networks (India) in Bengaluru. Needs 9+ years.
About the role
As a Senior Technical Support Engineer for our Platinum Support team, you will provide advanced, post-sales technical solutions to our most valued customers. This role requires addressing complex issues where in-depth evaluation of multiple factors is essential.
What you'll do
- Provide advanced post-sales technical support, including configuration and troubleshooting, to Platinum customers via phone, email, and web
- Meet or exceed enhanced response time SLAs for mission-critical systems covered under the Platinum Support offering
- Manage and own customer support cases from initial report to final resolution, ensuring timely follow-ups and comprehensive documentation
- Apply expert fault isolation and root cause analysis methodologies to diagnose and resolve complex technical challenges in customer environments
- Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs
What you need
- Troubleshooting
- TCP/IP
- Networking
- Cloud security
- LLMs
- Root cause analysis
Good to have
- CCNP
- Firewalls
- CISSP
- IAM
- Azure
- Python