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Senior Technical Support Engineer - Focused Services - Remote

Posted 4 days ago
Customer Service
Full Time
Poland

Overview

The Senior Technical Support Engineer will provide advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues and tailored solutions to optimize their security infrastructure.

In Short

  • Work with customers to address complex post-sales concerns.
  • Participate in technical discussions with multi-functional teams.
  • Provide tailored troubleshooting and configuration guidance.
  • Take ownership of support cases from initiation to resolution.
  • Conduct multi-vendor troubleshooting on complex customer engagements.
  • Utilize fault isolation and root cause analysis skills.
  • Identify product defects and file bug reports.
  • Facilitate hiring and onboarding of new technical staff.
  • Author technical documentation and support bulletins.
  • Travel to customer sites for critical situations as required.

Requirements

  • Minimum 7 years of technical customer support experience.
  • Expertise in TCP/IP and LAN/WAN technologies.
  • Advanced understanding of packet flow across OSI layers.
  • Experience troubleshooting Remote Access VPNs.
  • Ability to debug complex networks independently.
  • Proficiency with network troubleshooting tools like Wireshark.
  • Strong communication skills with executive-level stakeholders.
  • Experience with virtualization technologies is a plus.
  • Experience with scripting (Python, Shell) is a plus.
  • BS in computer science or related field required.

Benefits

  • Flexible wellbeing spending account.
  • Mental and financial health resources.
  • Personalized learning opportunities.
  • Diverse and inclusive work environment.
  • Commitment to employee development and wellbeing.
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Palo Alto Networks

Palo Alto Networks is a leading cybersecurity company dedicated to protecting the digital way of life. With a mission to be the cybersecurity partner of choice, the company envisions a world where each day is safer and more secure. Palo Alto Networks fosters a culture of innovation and collaboration, valuing the unique contributions of every team member. The company emphasizes ongoing learning and personal well-being, offering a range of development programs and resources. Their Unit 42 Consulting team provides high-quality incident response, risk management, and digital forensic services, aiming to create a more secure digital world for clients of all sizes.

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