Premium Support Engineer

2 weeks ago

Singapore Palo Alto Networks Full time
Company Description

Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before.

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.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback - it is about flexibility, trust, and choice whenever possible. It's been a journey of disruption that has yielded the best of our values.

We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.


Job Description:

Your Career


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 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 Palo Alto Networks technology 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 call tracking system and documenting technical solutions and product information in account-specific repositories.

Work to reproduce customer issues and work with developers to resolve technical issues.


We expect office-based employees to be in the office four days per week, with one day working from where they choose.

We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally.

These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive.

Like so many companies, we are working through the details and things could change.

but in general if a role is deemed office-based we want our teams to be together four days per week.


Your Impact

  • Provide reactive/proactive Designated 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 followups 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 customerspecific 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

Qualifications:

Your Experience

  • Excellent written and verbal communication skills
  • Required experience with TCP/IP
  • Strong experience with Palo Alto Networks products and technology
  • Strong experience in Routing & Switching (OSPF / BGP / VLAN / STP)
  • Experience with Authentication Protocols a plus (Radius / TACACS)
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Ability to clearly articulate technical issues to both technical and nontechnical audiences, and explain the impact in business terms
  • Ability to summarize a situation clearly for executives within Palo Alto Networks or customer organization, and confident in delivering presentations to a senior audience
Additional Information

The Team
Our Technical Support team is critical to our success and mission.

As part of this team, you enable customer success by providing support to clients after they have purchased our products.

Our dedication to our customers doesn't stop once they sign — it evolves. As threats and technology change, we stay in step to accomplish our mission.


You'll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you'll seek them out to ensure our clients are safely supported.

We fix and identify technical problems, with a pointed focus on providing the best customer support in the i

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