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April

Senior Technical Support Engineer - Prisma Cloud (Cloud & Compute), Apac

PALO ALTO NETWORKS - Melbourne, VIC

Any Industry
Source: uWorkin

JOB DESCRIPTION

Job Description

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Your Impact

  • Provide technical services around Prisma Cloud technologies, troubleshooting and best practices observations 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.

  • Provide configurations, troubleshooting, and best practices to customers.

  • Work with our Engineering team and influence the operability of the product

  • Able to effectively communicate to all levels and stakeholders – internally and externally on complex technical issues