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Technical Support Engineer - Tier 2 (Swing Shift)

Santa Clara, California
Job Type
15 Oct 2020
Our MissionAt Palo Alto Networks® everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. 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.Your CareerIn this role, you will provide post-sales technical support to Palo Alto Networks customers via phone, e-mail, and web. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to internal and external customers in a professional manner. Regularly updating support cases in a call tracking system and documenting customer problems, technical solutions and product information in the knowledge base are required. Mentor and train new hires and junior engineers to drive continuous improvement and effectiveness of the team across the entire support organization. Work to reproduce customer issues in the lab and qualify escalations.Create workaround for customer problems to minimize service impact. Traveling may be required to customer and Partner sites to assist in fault isolation and root cause analysis. Work with Development, Sales, QA and Marketing to build positive customer experience. Compliance with all Palo Alto Networks procedures including Escalation, Problem / Bug Reporting, RMA processes are required.Your ImpactProvide Technical Support to customers, partners and Palo Alto Networks Tier2 engineers by phone, e-mail and in personWork directly with ETAC and Software Engineering to get customer problems resolvedHave a thorough understanding of the Software release and bug cyclesAble to isolate root cause for product defects and Reproduce customer issues in the labWorks on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining resultsNetworks with key contacts outside own area of expertise. Regularly participate in technical discussions with cross-functional teamsPublish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentationManage technical escalations & own complex casesAble to conduct multi-vendor troubleshootingDevelop into Subject matter expert in at least one areaHas visibility across the entire organization; leadership is recognized across the organizationProvide coaching and mentoring to Tier 2 engineers
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  • Job Reference: 182909441-2
  • Date Posted: 15 October 2020
  • Recruiter: Palo Alto Networks
  • Location: Santa Clara, California
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent