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5.0

based on 1 Review

51 RedLock Jobs

Sr. Technical Support Engineer, Focused Services (Cloud)

Palo Alto Networks.

5.0

based on 1 Review

5-10 years

Bangalore / Bengaluru

1 vacancy

Sr. Technical Support Engineer, Focused Services (Cloud)

RedLock

posted 2mon 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

Sr. Technical Support Engineer, Focused Services (Cloud) Palo Alto Networks Sr. Technical Support Engineer, Focused Services (Cloud) | SmartRecruiters Sr. Technical Support Engineer, Focused Services (Cloud)

Company Description

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Job Description

Your Career

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
Excellent written and verbal communication skills
Experience supporting Firewall or Network and Security devices is a plus
Having rich knowledge in Network Security and Networking protocols is a plus

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

Vaccine requirements and disclosure obligations vary by country.
Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

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Employment Type: Full Time, Permanent

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