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- Tasks: Provide top-notch technical support to customers and troubleshoot issues.
- Company: Join Palo Alto Networks, a leader in cybersecurity innovation and customer success.
- Benefits: Enjoy flexible wellbeing programs, mental health resources, and personalised learning opportunities.
- Why this job: Shape the future of cybersecurity while making a real impact on customer success.
- Qualifications: Experience with containers, scripting, and strong consulting skills are essential.
- Other info: We celebrate diversity and provide reasonable accommodations for all qualified individuals.
The predicted salary is between 48000 - 72000 £ per year.
At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
We take our mission of protecting the digital way of life seriously. Our values were crowdsourced by employees and are brought to life through each of us every day - from disruptive innovation and collaboration, to execution. As a member of our team, you will be shaping the future of cybersecurity. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!
- Provide designated technical support to customers as outlined by the statement
- Respond to user-reported issues in adherence to established Service Level Agreements
- Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
- Provide timely feedback into the development process on customer-reported product problems
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (AWS, Azure, GCP), CI/CD, Terraform, Ansible, Container Registries, Serverless a plus.
Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
Experience with scripting including Python, JSON, YAML, and Bash is a plus.
Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. As threats and technology change, we stay in step to accomplish our mission. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. We’re problem solvers that take risks and challenge cybersecurity’s status quo.
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 accommodations@paloaltonetworks.
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.
Senior Technical Support Engineer (Customer Success) employer: Palo Alto Networks
Contact Detail:
Palo Alto Networks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer (Customer Success)
✨Tip Number 1
Familiarise yourself with the latest trends in cybersecurity and the specific technologies mentioned in the job description, such as Kubernetes, Docker, and cloud providers like AWS and Azure. This knowledge will not only help you during interviews but also demonstrate your commitment to staying current in the field.
✨Tip Number 2
Network with current or former employees of Palo Alto Networks on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and the expectations for the Senior Technical Support Engineer role, which can give you an edge in your application.
✨Tip Number 3
Prepare to discuss real-world scenarios where you've successfully resolved technical issues or improved customer satisfaction. Having concrete examples ready will showcase your problem-solving skills and ability to work under pressure, which are crucial for this role.
✨Tip Number 4
Demonstrate your consulting and project management skills by highlighting any relevant experiences where you've acted as a trusted advisor. Be ready to explain how you’ve driven business value for customers, as this aligns closely with the responsibilities of the position.
We think you need these skills to ace Senior Technical Support Engineer (Customer Success)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Senior Technical Support Engineer position. Tailor your application to highlight relevant experience in technical support, customer success, and any specific technologies mentioned in the job description.
Highlight Relevant Skills: In your CV and cover letter, emphasise your experience with containers, orchestrators, and scripting languages like Python and Bash. Provide examples of how you've successfully resolved technical issues and contributed to customer satisfaction in previous roles.
Craft a Compelling Cover Letter: Use your cover letter to tell a story about your passion for cybersecurity and how your skills align with Palo Alto Networks' mission. Mention specific instances where you've driven business value for customers and how you can contribute to their success.
Proofread and Edit: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a technical support role.
How to prepare for a job interview at Palo Alto Networks
✨Understand the Company Mission
Before your interview, make sure you fully grasp Palo Alto Networks' mission of protecting the digital way of life. Be prepared to discuss how your values align with theirs and how you can contribute to their goal of being a leading cybersecurity partner.
✨Showcase Your Technical Skills
Highlight your experience with relevant technologies such as Kubernetes, Docker, and cloud providers like AWS or Azure. Be ready to provide examples of how you've used these tools in past roles, especially in troubleshooting and problem-solving scenarios.
✨Demonstrate Customer Success Focus
As a Senior Technical Support Engineer, your role is pivotal in ensuring customer satisfaction. Prepare to share specific instances where you've successfully resolved customer issues, emphasising your consulting and project management skills.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think about how you would approach common technical issues and be ready to explain your thought process clearly and logically.
