Staff Technical Support Engineer

Overview

Provide post-sales technical support to customers and partners, resolving complex issues on endpoint software and Windows-based applications, including on-call and critical-situation support.

What you'll do

• Provide technical support to customers and partners.
• Provide technical services including 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 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 for weekend and public holiday on an as needed basis.

What you'll need

• 8+ years of related experience.
• Required experience with supporting endpoint software products.
• Required strong experience with Windows OS based applications (installation, troubleshooting, debugging).
• Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS).
• Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols.

Nice to have

• Experience with endpoint security software (Antivirus, DLP, IPS, NAC).
• Experience with security (IPSEC / SSL-VPN / NAT / GRE).
• Experience with batch scripting.

Details

• Location: Office - India - Bangalore Bagmane Tech Park.
• Work mode: most teams work from the office full time, with flexibility when needed.
• Travel to customer sites in critical situations.
• On-call support for weekends and public holidays as needed.
• Palo Alto Networks will not sponsor work visas for this position.