Technical Support Engineer role at Palo Alto Networks focusing on advanced - level support for Public Sector customers. Addressing complex technical issues and ensuring optimal security infrastructure.
About the role
- Technical Support Analyst providing first-level support for Lumary's healthcare technology products. Identifying and resolving customer queries while assisting with product engagement and issue escalation.
Responsibilities
- As a Technical Support Analyst, you will help customers to engage Lumary's products and services as intended by providing first-level service engagement for customer enquiries
- Identifying, qualifying and escalating issues of high impact or unknown cause
- Receiving and pulling information from customers, service partners and solution partners in order to understand their problems and requests
- Resolving customer queries effectively and efficiently
- Acknowledge and respond to cases/tickets raised as defined by the customer's support agreement
- Undertake initial investigation of the payroll cases/tickets to understand their requirements and identify potential solutions
- Address inbound queries by requesting information from customers, service partners and solution partners
- Qualify and escalate requests requiring further development, more complex configuration, and specialist input to appropriate team members
- Document and detail tickets for development work to be done by product development teams
- Undertake quality assurance and testing of products and features as required
- Assist the team with post-deployment activities, including performing manual steps required after releases or rate updates
Requirements
- You love working with customers and genuinely care about helping them succeed (not just closing tickets)
- You genuinely listen and ask curious questions to understand root cause issues and get the right information you need
- You have an ability to investigate issues systematically and identify likely root causes
- You write clear, structured ticket notes for development teams
- You are able to stay-level headed, even in situations where customers may be frustrated or you have to act urgently
- You enjoy (and are good at) solving complex problems and communicating complex things, simply
- You pay attention to edge cases and unintended impacts
- You follow through and own issues through to appropriate resolution
- You understand release cycles, post-deployment steps, and support workflows
- You have experience providing excellent technical customer support with positive outcomes for customers and the business
- You have experience working in a B2B digital product or SaaS company
- You are experience working with ZenDesk and Salesforce is highly desirable
Benefits
- Flexibility to work from home and the office - hybrid working environment if based at on office location in Adelaide, Sydney or Denver, alternatively fully remote if not employed at an office location
- Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, go for it
- Volunteer time off (3 days per year)
- Individual training and development budget ($1k)
- 24/7 access to support using the Sonder app for wellbeing, safety and medical support
- Lumary Paid Parental leave (up to 12 weeks - policy applies)
- Monthly town halls for connection and company alignment
- Monthly dedicated Social Connection days
- Quarterly employee engagement surveys (currently at 80% engagement)
- Internationally growing company working towards a purposeful vision: **Empowering sustainable healthcare**
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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