דרושים » הנדסה » Sr Technical Support Engineer - Cloud (GCS)

We are looking for a Technical Support Engineer to join our support teamsomeone who is passionate about networking and cybersecurity.

The ideal candidate is customer-focused and proactive, with a strong desire to help customers and partners resolve complex technical issues. In this role, you will apply your expertise in network and security troubleshooting to deliver high-quality technical support through chat, phone, and email.

Key Responsibilities
Provide Technical Support via chat, phone and email to customers and partners
Provide assistance with configuration, troubleshooting and best practices to customers and partners
Managing support service requests to ensure issues are recorded, tracked, resolved, and follow up are done in a timely manner.
Provide fault isolation and root cause analysis for technical issues

Were looking for a visionary Support Engineer Tier 1 to join the team.
In this critical role, you will be monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. You will work closely with teams from our business areas, network engineering, and management as a team representative on major incident bridges
Responsibilities:
Provide technical support for our customers around the world.
Own and manage customer issues and see problems throughout resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and can-do attitude.
Be a focal point for the customers needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
Track and monitor customer status and identify both areas of concern and growth opportunities.
Be a part of building and expanding the companys Global Support Services.

We seek a passionate Tier-1 Technical Support Engineer to join our rapidly growing Global Support and Services organization.
As a Senior Tier-1 Support Engineer, you will serve as the first point of contact for customers, delivering timely, accurate responses. You will be the interface between our customers, field engineers, and development, providing top-tier technical support to our customers.We seek someone with a proven track record of supporting enterprise customers across Windows, Mac, and Linux environments, who thrive under pressure while managing multiple cases efficiently. In this role, your analytical thinking and resourcefulness will be key in troubleshooting complex issues, optimizing resolution times, and ensuring high customer satisfaction.
What will you do?
Assist customers with product-related questions, technical troubleshooting, and service-related concerns.
Understand the issue and the business/security impact, provide frequent, meaningful, and high-quality responses to customers.
Deliver clear, concise, and friendly communication that reflects a customer-first approach.
Escalate complex or unresolved issues to the appropriate internal teams.
Deflect repeated issues through automation/KB/Self Service.

Required Manager, Product Enablement and Product Support Experts
Realize your potential by joining the leading performance-driven advertising company!
As a Manager, Product Enablement and Product Support Experts on the Publisher Professional Services group in our Tel-Aviv Office, youll play a vital role in providing guidance and development to a highly motivated team of engineers with a passion for technical project management, learning, client service, and creative solutions. In addition you will work with several teams within the company, ensuring all service level agreements are met and customer satisfaction goals are achieved.
This Role includes management of two domains Publisher Product Enablement and 3rd Level Support which are responsible for leading the products lifecycle in Pub Professional Services as well as troubleshooting the most complex issues of the publisher domain.
How youll make an impact:
As a Manager, Product Enablement and Product Support Experts, youll bring value by:
Direct management of 6 experienced engineers who perform in-depthtroubleshooting including DB analysis, reading system logs and debugging product code to identify and solve complex support issues that were escalated by other support levels. The team also is responsible for introducing new products to professional services, leading technical projects including training and building processes and tools.
Manage through data driven approach, Monitor team KPIs to ensure Service Level Agreements and Customer Satisfaction are met while keeping Support and Professional Services management informed
Initiate, plan and execute cross functional projects as part of our Support strategy
Mentor team members Ability to coach, train and develop people, identify areas for continued learning and development and define career goals through personal meetings and b-yearly reviews
Act as a focal point of our professional services with R&D, Product Management, Sales, and Account Management.
Prioritize and address issues raised by our clients and internal stakeholders
Driving proactive, high-quality communication between the teams and our customers, including managing escalations if required
Encouraging an inquisitive learning environment to ensure the team implements improvements based on industry best-practices and project retrospectives
Ensure knowledge transfer from your team to other teams in Professional Services.

Required Support Enablement and Escalations Engineer (PAB)
Who We Are:
We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. 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!
Your Career:
The team is an exciting crossroads between Support/TAC (Technical Assistance Center) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Services organization at Palo Alto Networks. On any given day members of the team may work with new products and software very early in the new product lifecycle, provide training, assist a support engineer with a customer issue, replicate a complex issue in our lab or help improve features for supportability and usability. We are a relatively small global team and will only consider the top people from a support or engineering background. You are a good candidate if you are excellent at working with many cross-functional teams such as developers, product management, sales and also customers. In particular, you will be engaging with the Prisma Access Browser product the industrys only SASE-native secure browser.
Your Impact:
Learning the product by handling cases escalated from the support teams, before they reach Engineering. Creating and developing enablement materials for Support - troubleshooting docs and processes.
Identifying widespread issues, sending guidelines and communicating updates
Identify supportability and usability requirements for new releases during the design phase as well as post GA via enhancement requests
Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs
Develop tools for TAC For better visibility and troubleshooting
Monitor and identify case trends. Sometimes there are opportunities to catch a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that res

We are looking for a skilled Solutions Engineer with programming knowledge looking to join a fast-paced, and high-energy solutions engineering team and work on resolving customer issues, designing large complex deployments, improving the products, and training other tiers. Successful candidates must be detail-oriented and organized and have excellent organizational and communication skills. They will need to be able to manage multiple, high-priority issues simultaneously and effectively lead a remote team to resolution.
What youll do:
Troubleshooting complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers, and customers themselves.
Owning internal and external customer calls to provide technical insight into the issue experienced by the customer, and provide fixes and workarounds to alleviate field issues.
Play a key role in feature design activities and understanding features in depth.
Develop and modify modules as part of implementing workarounds for issues or as a professional services enhancement.
Work with QA and development teams to recommend resolutions, provide insights, and make sure issue fixes are being properly implemented into the products.
Actively partake in tech support training sessions, compiling materials and delivering them to other tiers.

Required Customer Success Engineer
Description
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"Our data management vision is the future of the market."- Forbes
We are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, we take the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.
Requirements
As a Technical Support, you will be regarded as a product expert and, as such, you will be involved in daily technical operations and escalations. The main responsibilities include performing customer installations and technical evaluations, developing and testing and solutions in strategically and tactically significant applications and use cases, including File protocols, Machine learning, Object Storage, and high-performance computing, at customer sites and in the lab. You will consult on pre-sales and technical sales activities and will work on escalated technical support issues to resolution, interfacing with the customer and the development team.

We are seeking a proactive and detail-oriented Customer Success Automation Engineer to join our growing team. The ideal candidate will have a strong technical background combined with a passion for enhancing customer experience through automation. This role will focus on developing and implementing automated solutions to streamline customer success processes, improve efficiency, and drive customer satisfaction.
Key Responsibilities:
Develop and Implement Automation Solutions: Design, develop, and deploy automated workflows to optimize customer success operations.
Process Improvement: Identify opportunities for automation within customer success processes and implement solutions to improve efficiency and customer satisfaction.
Technical Support: Provide technical expertise and support to the customer success team in utilizing automation tools and systems.
Data Analysis: Analyze customer data to identify trends, patterns, and areas for improvement. Use data insights to drive automation strategies.
Collaboration: Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to understand customer needs and develop appropriate automated solutions.
Documentation: Create and maintain documentation for all automation processes and workflows.
Training and Support: Train and support customer success team members on new automation tools and processes.

We are looking for a highly skilled Customer Experience Engineer to join our team and help us solve complex customer challenges, investigate technical issues, and support our continuous improvement efforts.
The Customer Experience Engineer serves as the technical backbone of the support team, specializing in handling 3rd-level support, research and development escalations, engineering tasks, and complex ticket resolution. This role requires a deep technical understanding of the product, the ability to troubleshoot complex issues, and the skills to develop and implement technical solutions that enhance customer success. The main goal is to improve the support team's efficiency and effectiveness and foster continuous learning and improvement. This approach ensures a forefront of technical support, empowered by a deep understanding of the product and equipped with the tools to provide exceptional customer service.

Were growing and looking to hire Product Support Engineer who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.
As a Product Support Engineer, Your impact will be:
Work independently to investigate issues reported by enterprise customers, reproduce customer problems, and involve others on the team as necessary
Demonstrate critical thinking, strong communication skills, and the ability to develop strategic ongoing customer relationships
Maintain excellent relationships with Support customers, Technical Account Managers, Product Management, and local account teams
Analyze and resolve complex high-end customer problems
Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns and clearing any concerns or technical roadblocks
Escalate support cases and priority issues to management as needed
Identify and independently take on additional tasks
Provide visibility of customer status through regular reporting and cadence calls