Senior Technical Support Engineer - XSIAM
BengaluruFull-time5–9 yrsPosted over a month ago
Senior IT support role at Palo Alto Networks (india) Technologies in Bengaluru. Needs 5+ years.
About the role
As a Senior Technical Support Engineer for Focused Services, you will deliver a personalized customer experience to ensure the successful adoption and operation of Palo Alto Networks products. You will develop a strategic partnership with customers and their Technical Account Manager to mitigate risks, troubleshoot complex technical issues, and provide proactive guidance.
What you'll do
- Provide reactive and proactive technical support, including configuration reviews and best practice guidance, to a dedicated portfolio of high-value customers
- Manage and prioritize support cases effectively, ensuring all issues are meticulously recorded, tracked, and resolved in a timely manner
- Perform advanced fault isolation and root cause analysis for complex, multi-faceted technical issues across diverse network environments
- Proactively collaborate with internal teams, including development, to reproduce customer issues and drive resolutions for complex problems
- Develop and publish technical documentation, such as support bulletins and knowledge base articles, to simplify complex topics for customers and internal teams
What you need
- Firewalls
- TCP/IP
- Routing and switching
- Troubleshooting
- Root cause analysis