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  • ID
    #50024568
  • Job type
    Full-time
  • Salary
    TBD
  • Source
    Palo Alto Networks
  • Date
    2023-05-30
  • Deadline
    2023-07-29

Vacancy expired!

Your CareerAs a Platinum Support Engineer, you will work firsthand with our valued Platinum 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.The type of customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers.Your ImpactProvide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and webMeet enhanced response SLA’s for customers who purchase our Platinum Support OfferingHandle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely mannerUse fault isolation and root cause analysis skills to diagnose and tackle complicated technical issuesWork to reproduce customer issues and qualify critical issuesWork directly with ETAC and Engineering to get customer issues resolvedHave a thorough understanding of software release and bug cyclesConduct multi-vendor troubleshootingHas visibility across the entire organization and Executive LeadershipPublish Technical Support Bulletins and other user documentation in the Knowledge BaseBuild a positive customer experience by working closely with Development, Sales, Quality Assurance, and MarketingResponsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.Provide on-call support 24x7 on an as-needed basisTravel may be required to customer sites in the event of a critical situation to expedite resolution

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