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RedLock

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5.0

based on 1 Review

51 RedLock Jobs

Technical Support Engineer

Palo Alto Networks.

5.0

based on 1 Review

5-10 years

Bangalore / Bengaluru

1 vacancy

Technical Support Engineer

RedLock

posted 1mon ago

Job Role Insights

Key skills for the job

Cloud Computing Customer Support Microsoft Power BI Network Security Palo Alto Firewall Troubleshooting

+ 2 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 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 Cloud and Network Security 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.

Provide configurations, troubleshooting, and best practices to customers

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

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

Qualifications

Your Experience

5+ years in technical support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers), specifically with Cloud exposure and experience

A customer-centric mindset is a mandated attitude for this position as a technical support engineer

Existing knowledge of, and experience with public cloud platform (XaaS) features, capabilities, and best use scenarios

Existing knowledge of, and experience with application developments or operations under the container / serverless environment on public clouds

Ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required