Palo Alto Networks

Job description:

Responsibilities:-

• Provide Technical Support to customers and partners

• T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks

• 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

• Preparing detailed RCA documents for official submissions to customers
• 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.

• Working with engineering on filling bugs and working with product teams on feature requests

• Working on Hot / Risk technical escalations from the region or other theaters 

• Lead case swarming and training sessions for frontline teams

• Willing to work in flexible and varying shift times, including weekends and evenings