Senior Technical Support Engineer
BengaluruFull-time5–9 yrsPosted over a month ago
Senior IT support role at Palo Alto Networks (india) Technologies in Bengaluru. Needs 5+ years and a B.Sc, B.Tech or B.E..
About the role
As a Senior Technical Support Engineer, you will be a key player in our customer's post-sales journey, addressing complex technical challenges that require in-depth analysis and evaluation. You will apply your critical thinking and expertise to resolve issues, network with cross-functional teams to enhance our products, and communicate technical details effectively to both technical and non-technical audiences.
What you'll do
- Provide Tier 3 technical support for escalations from frontline and Tier 2 teams, serving as a subject matter expert
- Deliver expert guidance on configurations, troubleshooting, and best practices to customers and partners
- Manage the entire lifecycle of support cases to ensure issues are recorded, tracked, and resolved in a timely manner
- Perform in-depth fault isolation and root cause analysis for complex technical issues, preparing detailed RCA documents for customers
- Proactively collaborate and exchange information with engineering and product teams to file bugs and advocate for feature requests
What you need
- Firewalls
- TCP/IP
- Troubleshooting
- Root cause analysis
Good to have
- Windows
- Linux
- CISSP