Staff IT Application Support Engineer - Customer Experience
Staff IT Application Support Engineer - Customer Experience
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Salary Not Disclosed
1 Vacancy
Job Description
Your Career
Fastpaced fastchanging and unpredictable defines our information technology team. We are looking for analytical agile and influential leaders who can quickly deliver meaningful results and solutions with the flexibility to accommodate evolving business needs and shifting priorities.
Join a dynamic and fastpaced team of seasoned developers & support engineers to support critical order to cash applications.
Your Impact
- Investigate and diagnose complex application issues escalated from L1 support and users utilizing technical expertise to identify root causes and implement solutions.
- Manage support tickets track incidents prioritize issues based on severity and impact and provide timely updates to users and stakeholders.
- Conduct thorough analysis to determine the underlying cause of recurring issues and implement preventative measures to avoid future problems.
- Provide clear and concise explanations to users regarding technical issues address concerns and maintain a positive customer experience.
- Update knowledge base with detailed troubleshooting steps solutions and relevant information to support future issue resolution.
- Identify when issues require escalation to L3 support teams and provide necessary context for further investigation.
- Maintain agreed SLAs MTTA and MTTR.
- Required to work in the shift model to provide global and oncall support.
Qualifications :
Your Experience
- Bachelors degree in Computer Science Information Technology or a related field.
- Must have 5 years of experience in L2 function supporting Order to Cash business function.
- Strong understanding of application architecture databases and operating systems
- Advanced troubleshooting skills and problemsolving abilities
- Excellent communication and interpersonal skills to effectively interact with users and technical teams
- Proficiency in ticketing tools and system monitoring dashboards
- Tools & Scripting knowledge (e.g. Service Now MySQL Postman GSuite etc.) for troubleshooting & reporting purposes.
- Familiarity with ITIL framework and best practices for incident management
- Maintain agreed SLAs MTTA and MTTR.
- Required to work in the shift model to provide global and oncall support.
- Certifications domain knowledge : Salesforce SAP Java
- Must be local in SF bay area to be onsite
Additional Information :
The Team
Working at a hightech cybersecurity company within Information Technology is a onceinalifetime opportunity. Youll join the brightest minds in technology creating building and supporting tools and enabling our global teams on the front line of defense against cyberattacks.
Were connected by one mission but driven by the impact of that mission and what it means to protect our way of life in the digital age. Join a dynamic and fastpaced team of people who feel excited by the prospect of a challenge and feel a thrill at resolving technical gaps that inhibit productivity.
Compensation Disclosure
The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $124000 $201500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
Our Commitment
Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.
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 .
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.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship: Yes
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
