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We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Palo Alto Research Center. As a key member of our technical support team, you will play a critical role in ensuring the success of our customers by providing expert technical support and guidance.
Key Responsibilities- Provide advanced technical support to customers via phone, email, and web, resolving complex technical issues and ensuring timely resolution of support cases.
- Collaborate with cross-functional teams, including Development, Sales, and Marketing, to ensure seamless customer experience and drive business growth.
- Develop and maintain technical documentation, including user guides, technical bulletins, and knowledge base articles, to support customer success.
- Stay up-to-date with the latest technology trends and advancements, applying this knowledge to improve technical support processes and customer outcomes.
- Participate in technical discussions and knowledge sharing sessions to drive innovation and best practices within the team.
- Bachelor's or Master's degree in Computer Science, Engineering, or related field, or equivalent experience.
- 8+ years of experience in technical support, network engineering, or related field, with a strong focus on customer satisfaction and technical expertise.
- Advanced certifications, such as CCIE, JNCIE, or CISSP, are highly desirable.
- Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
- Strong analytical and problem-solving skills, with the ability to debug complex technical issues and develop effective solutions.
- Ability to work independently and as part of a team, with a strong sense of ownership and drive to deliver results.
Palo Alto Research Center is a leading innovator in the field of cybersecurity, dedicated to protecting our digital way of life. We are a company built on the foundation of challenging and disrupting the status quo, and we're looking for talented individuals who share our passion for innovation and customer success.
We are an equal opportunity employer, committed to diversity and inclusion in the workplace. We celebrate the unique perspectives and experiences that our employees bring to the table, and we're dedicated to creating a workplace that is inclusive, supportive, and empowering for all.
