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Sr. Technical Support Engineer, Focused Services
Palo Alto Networks
Bengaluru, IND
Senior · 8+ years experience
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In this senior role, you will be a trusted technical partner for our valued customers, tackling their most complex post-sales challenges.
You will apply in-depth analysis and critical thinking to resolve issues, acting as a key technical resource in high-pressure situations.
Your work involves collaborating with cross-functional teams to enhance our products and ensure our customers' environments remain secure, directly contributing to our mission of protecting the digital world.
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Key Responsibilities
Provide advanced post-sales technical support, including configuration, troubleshooting, and best practice guidance to customers via phone, email, and web.
Manage and own customer support cases from initial recording to final resolution, ensuring timely follow-up and effective communication.
Apply expert fault isolation and root cause analysis techniques to diagnose and resolve complex, multi-faceted technical issues in customer networks.
Proactively collaborate with Engineering and QA by reproducing customer issues to qualify and escalate critical bugs, ensuring alignment on solutions.
Deliver remote support for product deployments and conduct knowledge transfer sessions to empower customers and promote self-sufficiency.
Contribute to team and customer success by creating and publishing technical bulletins and user documentation in the knowledge base.
Build a positive customer experience by working closely with Development, Sales, and Quality Assurance teams, ensuring a unified approach to issue resolution.
Travel to customer sites as needed during critical situations to provide hands-on support and expedite problem resolution.
Qualifications
- Bachelor of Science/Master of Science in a relevant field, equivalent experience, or equivalent military experience.
- 8+ years of experience in a technical support or network engineering role with a strong focus on customer-facing problem-solving.
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