Senior Technical Support Engineer -Focused Services

About the role

Job Summary 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

• 5–9 yrs of experience
• Firewalls
• TCP/IP
• Routing and switching
• Troubleshooting
• Root cause analysis
• Any graduate