Senior Technical Support Engineer - Focused Services (Cortex XDR)

workהגשת מועמדות
  • pin_dropמיקוםתל אביב יפו
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  • schoolנסיון5+ שנות ניסיון
  • workסוג משרהמשרה מלאה

תיאור משרה

As a Designated Support Engineer, you will be heavily engaged to personalize their customers’ experience and ensure a successful Palo Alto Networks product experience in Cortex space. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers’ teams. You will engage both proactively and reactively with the customer to address any Cortex XDR technical needs. You will also provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value.  

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in tracking systems and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with developers to resolve technical issues. 

Your Impact 

  • Provide designated post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
  • 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 to reproduce customer issues and qualify critical issues
  • Work directly with multiple internal teams including Engineering to get customer issues resolved
  • Have a thorough understanding of software release and bug cycles
  • Conduct multi-vendor troubleshooting
  • Has visibility across the entire organization and Executive Leadership 
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base
  • 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.
  • Provide on-call support on an as-needed basis
  • Travel will be required to customer sites in conjunction with Technical Account Managers for named accounts, and after hours and weekend on-call support as needed to support maintenance activities

דרישות תפקיד

  • 5+ years of related experience
  • Required experience with supporting endpoint software products
  • Required Hands-on experience with support tools such as : Process Monitor, Process explorer, Procdump, Wireshark
  • Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging), Mac or Linux
  • Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
  • Experience with endpoint security software is a plus (Antivirus, DLP, IPS, NAC)
  • Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)
  • Experience with batch scripting is a plus
  • Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required

workהגשת מועמדות

Palo Alto Networks

על החברה

פאלו אלטו נטוורקס היא חברת הסייבר הגדולה בעולם והיא מעצבת את העתיד בעזרת טכנולוגיה שמשנה, מאבטחת ומייעלת את אופן הפעולה של אנשים וארגונים ברשת. משימת העל היא להגן על אורח החיים הדיגיטלי של כולנו, ועובדי החברה הם אלה העוזרים לארגונים ואנשים להתמודד עם אתגרי האבטחה הגדולים בעולם באמצעות חדשנות מתמדת המנצלת את פריצות הדרך האחרונות בתחום הבינה המלאכותית, אוטומציה ואורקסטרציה. חזון החברה הוא עולם בו כל יום הוא בטוח יותר מקודמו.

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