Senior Technical Support Engineer, US Government, Prisma Access (2pm to 11pm Central Time - Lat[...]

Senior Technical Support Engineer, US Government, Prisma Access (2pm to 11pm Central Time - Late Shift)

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Responsibilities

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed 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
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support 24x7 on an as-needed basis

Qualifications

About the Team and Role Details

The Team : Our technical support team is critical to our success and mission. You enable customer success by providing support to clients after they have purchased our products. As threats and technology change, we stay in step to accomplish our mission. You will be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised.

Compensation and Benefits : The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary is expected to be between $108,000 - $162,000 / YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

EEO and Compliance : Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.

Other details : To comply with U.S. federal government requirements, U.S. citizenship is required for this position.

Job Details

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