Senior Technical Support Specialist

3 weken geleden

Amsterdam, Noord-Holland, Nederland Palo Alto Networks Voltijd

Job Title: Senior Technical Support Specialist

Job Summary:

As a Senior Technical Support Specialist with Palo Alto Networks, you will work closely with our valued customers to address their complex post-sales concerns. You will be responsible for providing technical support, configurations, troubleshooting, and standard methodologies to customers via various communication channels.

Your Impact:

  • Provide technical support and configurations to customers via phone, email, and web
  • Meet enhanced response SLAs for customers who purchase our Platinum Support Offering
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are finished in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  • Work to reproduce customer issues and qualify critical issues
  • Work directly with ETAC and Engineering to get customer issues resolved
  • Have a thorough understanding of software release and bug cycles
  • Conduct multi-vendor troubleshooting
  • Have visibility across the entire organization and Executive Leadership
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.

Qualifications:

  • Required experience with TCP/IP
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols
  • In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE)
  • Prior experience in similar vendor Technical Support Centers
  • Experience with Authentication Protocols a plus (Radius / TACACS)
  • Excellent written and verbal communication skills
  • Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus

About Us:

Palo Alto Networks is a cybersecurity company that takes pride in providing the best customer support in the industry. We're problem solvers that take risks and challenge the status quo. We're committed to providing reasonable accommodations for all qualified individuals with a disability and are an equal opportunity employer.

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