25 Jul
Sr Technical Support Engineer - SaaS
California, Santaclara , 95050 Santaclara USA

Vacancy expired!

Job Description

Your CareerYou will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish Technical Support Bulletins and other technical documentation in the knowledge base
  • In addition to live KB articles, educational tools used will be Panopto
  • Review of technical documentation for training materials, technical marketing collateral, manual troubleshooting guides, etc
  • Travel to customer sites in event of critical situation to expedite resolution as required
  • Provide on-call support 24x7 on an as-needed basis

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

    Qualifications

    Your Experience

    • ​​​​​​Provide Technical Support to customers and partners
    • Must have knowledge of:Microsystems, API calls
    • Provide configurations, troubleshooting, and best practices to customers
    • Skill sets needed for troubleshooting:
      • API calls - postman
      • Db query - ElasticSearch, Mongodb, Postgres
      • Logs - comprehending log flow and java runtime exception errors
      • Bash commands - Curl, grep, awk, sed
      • Development tools from web browsers
    • Understanding of applications
      • Applications tools for logging
        • Grafana
        • Splunk
        • Kibana
        • IAAS
        • AWS - EC2, SQS

    Additional Information

    Our Commitment

    We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

    Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

    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[emailprotected].

    Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and 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.

    All your information will be kept confidential according to EEO guidelines.

    Vacancy expired!


    Related jobs

    Report job