Technical Support Specialist

6 dagen geleden

Amsterdam, Noord-Holland, Nederland Palo Alto Networks Voltijd

Job Title: Technical Support Specialist

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at Palo Alto Networks. As a Technical Support Specialist, you will be responsible for providing technical support to our valued customers, addressing their complex post-sales concerns, and working closely with our engineering team to resolve issues.

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 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
  • Has 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.
  • Travel may be required to customer sites in the event of a critical situation

Qualifications:

  • Required experience with TCP/IP
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
  • 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 leading provider of cybersecurity solutions. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

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.

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