Senior Technical Support Engineer - Focused Services - Security Clearance Eligibility Required

Palo Alto Networks; City of Westminster; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global cybersecurity firm seeks a dedicated post-sales technical support representative to provide essential troubleshooting and technical assistance to clients. The ideal candidate will possess strong critical thinking and networking skills, engage with development and sales teams, and eventually contribute to user documentation. The role requires quick decision-making and effective communication with customers to ensure their cybersecurity needs are met efficiently.

Qualifications

• Experience in providing post-sales technical support is essential.
• Ability to translate technical issues for both technical and non-technical audiences.
• Proficient in creating user documentation and technical bulletins.

Responsibilities

• Provide post sales technical support to customers via various channels.
• Handle support cases ensuring issues are resolved in a timely manner.
• Publish technical support bulletins and maintain user documentation.

Skills

Critical thinking

Technical troubleshooting

Fault isolation

Root cause analysis

Networking skills

Job description

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations). Your Impact

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Remote support, deployment and knowledge transfer
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
• Travel may be required to customer sites in the event of a critical situation to expedite resolution
• Work shoulder to shoulder with the Sales and Sales Engineering Teams