Premium Support Engineer - Focused Services

Your CareerAs 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.Your ImpactProvide reactive/proactive Designated Technical Support to top tier customersProvide configuration review, troubleshooting and best practices to named customersManage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseGather and retain customer-specific documentation in a secure location for ease of troubleshootingReview 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 accountsOccasional domestic travel to customer sites may be required