Platinum Support Expert

hace 2 semanas


San José, San José, Costa Rica Palo Alto Networks A tiempo completo

Job Role Summary

As a Platinum Support Engineer at Palo Alto Networks, you will be part of a team that is critical to our success and mission. You will work closely with our valued customers to address their complex post-sales concerns and provide detailed technical support to both non-technical and technical professionals.

This role requires a unique blend of technical expertise, business acumen, and interpersonal skills. If you're passionate about delivering exceptional customer experiences and are eager to take on new challenges, then this could be the ideal role for you.

Key Responsibilities

  • Meet enhanced response SLA's 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
  • 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.
  • Provide on-call support 24x7 on an as-needed basis

Technical Requirements

To succeed in this role, you'll need:

  • Strong understanding of network protocols and architectures
  • Excellent analytical and problem-solving skills
  • Ability to communicate complex technical information to non-technical stakeholders
  • Experience with troubleshooting and debugging complex technical issues
  • Strong knowledge of security principles and practices
  • Experience with cloud-based technologies and platforms

Benefits

At Palo Alto Networks, we offer a range of benefits to support your career development and well-being. These include:

  • Ongoing training and professional development opportunities
  • A comprehensive compensation package
  • A collaborative and dynamic work environment
  • Access to cutting-edge technology and resources
  • A flexible work arrangement policy

Why Work for Us?

Palo Alto Networks is a leader in the cybersecurity industry, and we're committed to staying ahead of the curve. Our innovative approach to security has earned us numerous awards and recognition, and we're proud to be a trusted partner to many of the world's leading organizations.



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