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RedLock

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5.0

based on 1 Review

46 RedLock Jobs

Senior Technical Support Engineer

Palo Alto Networks.

5.0

based on 1 Review

5-10 years

Bangalore / Bengaluru

1 vacancy

Senior Technical Support Engineer

RedLock

posted 15d ago

Job Role Insights

Key skills for the job

Computer Networking Consulting Customer Support Linux Administration Microsoft Power BI Vulnerability Management

+ 3 more

Job Description

You 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 be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalised support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

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

Provide technical services around our Cloud Workload Protection Platform (Prisma Cloud Compute) technologies, troubleshooting and best practices observations to customers

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

Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

Travel to customer sites in the event of a critical situation to expedite resolution as required

Provide on-call support 9 - 6 IST time and 24x7 on an as needed basis

Provide configurations, troubleshooting and best practices to customers

Work with our Engineering team and influence the operability of the product

Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis

Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

Your Experience

BE/B.Tech engineering, equivalent technical degree or equivalent military experience required

Customer Support - 5+ years of experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers

Proficiency in Docker and Cloud Platforms - Extensive hands-on experience with Docker and strong background in major cloud platforms (AWS, GCP, Azure)