Technical Support Specialist

3 dagen geleden

Amsterdam, Noord-Holland, Nederland Palo Alto Networks Voltijd

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Palo Alto Networks. As a Platinum Support Engineer, you will be responsible for providing post-sales technical support to our valued customers.

Key Responsibilities

  • Provide technical support 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 completed in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and resolve complex technical issues
  • Work with ETAC and Engineering to resolve customer issues
  • Have a thorough understanding of software release and bug cycles
  • Conduct multi-vendor troubleshooting
  • 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

Requirements

  • Required experience with TCP/IP
  • Ability to independently debug complex 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
  • Excellent written and verbal communication skills
  • Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus

About Us

Palo Alto Networks is a leader in the cybersecurity industry, and we are committed to providing our customers with the best possible support. Our technical support team is critical to our success, and we are seeking a highly skilled Technical Support Specialist to join our team.

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