Premium Support Engineer - Focused Services
Palo Alto Networks
- Bangalore, Karnataka
- Permanent
- Full-time
- Provide reactive/proactive Designated Technical Support to top tier customers
- Provide configuration review, troubleshooting and best practices to named customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts
- Excellent written and verbal communication skills
- Required experience with TCP/IP
- Strong experience with Palo Alto Networks products and technology
- Strong experience in Routing & Switching (OSPF / BGP / VLAN / STP)
- Experience with Authentication Protocols a plus (Radius / TACACS)
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
- BA/BS in computer science or equivalent or equivalent military experience required
- Have ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms
- Ability to summarize a situation clearly for executives within Palo Alto Networks or customer organization, and confident in delivering presentations to a senior audience
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.