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We are seeking a highly skilled and experienced Technical Support Engineer to join our team at Palo Alto Networks, Inc. As a key member of our technical support team, you will play a critical role in providing exceptional support to our customers, ensuring their success with our products and services.
Key Responsibilities- Provide 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 support and experience.
- Develop and maintain technical documentation, including user guides, technical bulletins, and knowledge base articles.
- Stay up-to-date with the latest technology trends and advancements, applying this knowledge to improve customer support and product development.
- Participate in technical discussions and knowledge sharing sessions to enhance team expertise and drive innovation.
- Bachelor's or Master's degree in Computer Science, Engineering, or related field, or equivalent experience.
- 8+ years of experience in technical support, 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 issues to both technical and non-technical audiences.
- Strong analytical and problem-solving skills, with the ability to debug complex technical issues and provide timely resolutions.
- Experience with security protocols, including IPSEC, SSL-VPN, NAT, and GRE, is highly desirable.
- Strong knowledge of networking protocols, including TCP/IP, BGP4, OSPF, and Multicast, is essential.
- Ability to work in a fast-paced environment, with a strong focus on customer satisfaction and technical excellence.
Palo Alto Networks, Inc. is a leading cybersecurity company that provides innovative solutions to protect our digital way of life. We are committed to providing exceptional customer support and experience, and we are seeking a talented Technical Support Engineer to join our team.
We are an equal opportunity employer and celebrate diversity in our workplace. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
