דרושים Sr Director Technical Support Emea ב-Palo Alto ב-פולין

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

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.

YOUR IMPACT

Provide tailored troubleshooting, configuration guidance, and best practices

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.

Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools.

Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness.

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.

YOUR EXPERIENCE

Minimum 7 years of technical customer support experience

Expertise in TCP/IP, LAN/WAN technologies, including routing/switching, BGP, OSPF, EIGRP

Advanced understanding of packet flow across OSI layers

Extensive experience troubleshooting Remote Access VPNs (IPsec, PKI, SSL)

Ability to independently debug complex networks with mixed media and protocols

In-depth knowledge of networking operations (TCP, UDP, SNMP, IPv6, VLSM, CIDR, NAT)

Proficiency with network troubleshooting tools: Wireshark, GNS3

Strong grasp of authentication protocols: LDAP, TACACS+, Radius

Skilled in engaging executive-level stakeholders with clear technical communication

Proven track record of effectively communicating technical concepts to diverse audiences

Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates

The below skills are a plus

Virtualization experience (AWS, Azure, VMWare, OpenStack)

Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)

Experience with Python or Shell scripting a plus

BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required

Excellent written and verbal communication skills

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

As a Platinum Support Engineer, you will work firsthand with our valued Platinum 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.

The type of Customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission–critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers.

Your Impact

• Provide post–sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web
• Meet enhanced response SLA's for customers who purchase our Platinum Support Offering
• 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
• Work directly with ETAC and Engineering to get customer issues resolved
• Have a thorough understanding of software release and bug cycles
• Conduct multi–vendor troubleshooting
• Has visibility across the entire organization and Executive Leadership
• 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
• This position is on a 9 am– 6 pm shift

Your Experience

• Required experience with TCP IP
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• In–depth experience in routing and switching (OSPF, BGP, VLAN, STP)
• Experience with security (IPSEC, SSL–VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centers
• Experience with Authentication Protocols a plus (Radius / TACACS)
• Excellent written and verbal communication skills
• Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus

You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Drive an operational rigour that meets the needs and requirements of the business and is aligned with global delivery teams.

• Establish an energetic and empowered culture that attracts, motivates, and retains talent.

• Understand and take corrective actions based on data analytics, operational reporting, and analysis.

• Enforce established processes, create new process where appropriate

• Drive operational improvements through the use of relationship building and high quality data.

• Manage Customer Support projects as needed

• Provide professional development for all team members

• Work across the organization to define, establish and support cross-functional solutions.

• Establish strong working relationships with peers to drive customer-oriented solutions, which continually improve their support experience.

Your Ideal Experience

• Leading, building and developing high performing technical support teams with world class metrics.

• Proven Customer focus and advocacy.

• Driving collaborative relationships with product development teams with demonstrable outcomes that influence product quality, serviceability and supportability.

• Forging strong relationships with Sales and Pre-sales organisations.

• Unified customer health management experience with Professional Services and Customer Success organisations.

• Participate in the development and execution of transformational projects.

• Ten (10) + years’ management experience, leading a technical support organization as part of an international 24x7x365 enterprise support organisations.

You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.