Technical Customer Support Specialist at Plusgrade providing solutions for customers in travel tech. Collaborating with teams to enhance customer journeys and streamline technical support processes.
About the role
- 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.
Responsibilities
- Offer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
- Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations
- Provide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements
- Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
- Conduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners
- Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers
- Be a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customers
- Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
- File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
- Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
- Travel to customer sites in the event of a critical situation to expedite resolution as required
- Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
Requirements
- Minimum of 5 years of network security experience, with a preference for experience supporting government or public sector clients
- Expertise in TCP/IP, advanced knowledge of LAN/WAN technologies, and general routing/switching
- Understanding of packet flow across multiple OSI layers
- Extensive experience troubleshooting Remote Access VPN solutions
- Ability to independently debug broad, complex, and unique networks with mixed media and protocols
- Proficiency with network troubleshooting tools
- Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates
- Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred
Benefits
- Health insurance
- Paid time off
- Retirement plans
- Professional development opportunities
- Flexible work arrangements
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