Job Details

ID #15526048
State Texas
City Plano
Job type Full-time
Salary USD TBD TBD
Source Palo Alto Networks
Showed 2021-06-16
Date 2021-06-16
Deadline 2021-08-15
Category Et cetera
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Senior Technical Support Engineer - Endpoint (Government)

Texas, Plano, 75023 Plano USA

Vacancy expired!

Job Description

Your Impact

  • Provide Technical Support to customers and partners
  • Provide technical services include writing scripts, 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
  • 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.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • Provide on-call support 24x7 on an as needed basis

Your Responsibilities

  • Provide Technical Support to customers and partners
  • Provide configurations, troubleshooting and best practices to customers
  • Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done 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 and development of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Travel may be required to customer sites in the event of a critical situation to expedite resolution
  • Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis

Qualifications

Your Experience

  • 5+ years of related experience
  • Required experience with supporting end point software products
  • Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)
  • Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
  • Experience with end point security software is a plus (Antivirus, DLP, IPS, NAC)
  • Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)
  • Experience with batch scripting is a plus
  • Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required

Additional Information

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [emailprotected]

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

Vacancy expired!

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