Technical Support Engineer
- Palo Alto Networks
- 5 - 10 years
- Bengaluru
- 12 months ago
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Job Description
- Provide reactive/proactive technical support to top-tier customers
- Provide configuration review, troubleshooting and best practices to named customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done 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
- Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts
Your Experience
- 5+ years of experience in client-facing, technical support type roles
- Excellent written and verbal communication skills
- Experience in TCP/IP, Routing Switching (OSPF / BGP / VLAN / STP)
- Experience with Palo Alto Networks products and technology
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
- Experience with Authentication Protocols (Radius / TACACS) is preferred
- Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms
- Ability to summarise a situation clearly for executives internally and externally, and in delivering presentations to senior stakeholders
- Flexibility to work shift hours as required, including afternoons, evenings, and weekends
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network Service TechnicianEmployement Type: Full timeContact Details:
Company: Palo Alto NetworksLocation(s): Bengaluru+ View Contact
Keyskills: Root cause analysis ip routing Manager Technology Customer support VLAN microsoft Technical support STP OSPF Technical documentation
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