Sr. Technical Support Engineer, Focused Services
Are you a highly skilled and driven Technical Support Engineer looking for a new challenge? Do you have a passion for solving complex technical issues and providing exceptional customer service? If so, we have an exciting opportunity for you. Palo Alto Networks is seeking a Senior Technical Support Engineer for our Focused Services team. In this role, you will be responsible for providing advanced technical support to our customers, ensuring their satisfaction and success with our products. If you have a strong background in networking and security, excellent problem-solving skills, and a customer-centric mindset, we want to hear from you. Join our dynamic and growing team and take your technical support career to the next level.
Responsibilities:
- Provide advanced technical support to customers, including troubleshooting complex issues related to Palo Alto Networks products.
- Serve as the primary point of contact for customers, ensuring timely and effective resolution of technical issues.
- Collaborate with cross-functional teams, including sales, engineering, and product management, to resolve customer issues and improve product functionality.
- Act as a subject matter expert on Palo Alto Networks products, staying up-to-date on the latest features and updates.
- Develop and maintain strong relationships with customers, understanding their unique business needs and providing tailored solutions.
- Continuously seek opportunities to improve customer satisfaction and drive customer success.
- Document and track all customer interactions and issue resolutions in a timely and accurate manner.
- Participate in on-call rotation to provide 24/7 technical support to customers as needed.
- Mentor and train junior technical support engineers, sharing knowledge and best practices.
- Stay updated on industry trends and advancements in networking and security to ensure the highest level of technical expertise.
- Contribute to the development and improvement of support processes and procedures.
- Communicate effectively with customers, providing clear and concise updates and resolutions.
- Take ownership of customer issues and see them through to resolution, escalating when necessary.
- Maintain a positive and professional attitude in all customer interactions.
- Represent Palo Alto Networks in a positive manner at industry events and customer engagements.
Extensive Technical Knowledge: A Sr. Technical Support Engineer At Palo Alto Networks Must Possess A Deep Understanding Of Networking And Security Technologies, Such As Firewalls, Vpn, Intrusion Prevention Systems, And Cloud Security. They Should Also Be Familiar With Industry-Standard Protocols And Have Experience With Troubleshooting Complex Issues.
Strong Communication Skills: This Role Requires Excellent Verbal And Written Communication Skills To Effectively Interact With Customers And Internal Stakeholders. The Sr. Technical Support Engineer Should Be Able To Explain Technical Concepts In A Clear And Concise Manner And Provide Timely Updates To Customers.
Customer-Focused Mindset: As A Sr. Technical Support Engineer, This Individual Will Be Responsible For Providing High-Level Support To Customers, Often In Critical Situations. Therefore, They Must Have A Customer-Focused Mindset And The Ability To Empathize With Customers While Offering Technical Solutions.
Problem-Solving Abilities: A Sr. Technical Support Engineer Must Have Exceptional Problem-Solving Skills To Identify And Resolve Complex Technical Issues. They Should Be Able To Think Critically And Creatively To Develop Innovative Solutions And Troubleshoot In High-Pressure Situations.
Teamwork And Collaboration: Palo Alto Networks Values Teamwork And Collaboration, And A Sr. Technical Support Engineer Must Be Able To Work Effectively In A Team Environment. This Includes Collaborating With Colleagues, Sharing Knowledge And Expertise, And Contributing To The Overall Success Of The Team And The Company.
Virtualization
customer service
Cloud Computing
Firewall configuration
Security analysis
Network troubleshooting
Incident response
Escalation management
Problem-Solving
System Administration
Network Monitoring
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Organization
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Sr. Technical Support Engineer, Focused Services in London, UK is between £40,000 and £60,000 per year. Salaries can vary depending on the company, experience, and specific job duties. Some companies may offer additional benefits such as bonuses or stock options.
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Palo Alto Networks, Inc. an American multinational cybersecurity company with headquarters in Santa Clara, California. Its core products are a platform that includes advanced firewalls and cloud-based offerings that extend those firewalls to cover other aspects of security.
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