Job Description
Providing technical support: Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web. Work to reproduce customer issues and qualify critical issues. Publish Technical Support Bulletins and other user documentation in the Knowledge Base.
Troubleshooting expertise: Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner. Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues. Work shoulder to shoulder with the Sales and Sales Engineering Teams.
Customer interaction: Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing. Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc. Travel may be required to customer sites in the event of a critical situation to expedite resolution.
About Palo Alto Networks
Palo Alto Networks' mission: Being the cybersecurity partner of choice, protecting our digital way of life, with a vision of a world where each day is safer.