Lead IT Application Support Engineer Customer Experience
Lead IT Application Support Engineer Customer Experience
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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
Technical Expertise:
Deep understanding of the product/application functionality architecture and technical components to diagnose complex issues.
Ability to troubleshoot intricate technical problems across various systems and platforms.
Proficient in utilizing debugging tools and techniques to identify root causes.
Team Leadership:
Leading and mentoring a team of L2 support engineers assigning tasks and ensuring efficient ticket management.
Coaching and developing technical skills of team members through knowledge sharing and training sessions.
Performance monitoring and feedback to optimize team efficiency.
Customer Interaction:
Acting as the primary point of contact for escalated customer issues providing timely and accurate solutions.
Communicating effectively with customers to understand their needs and manage expectations.
Proactively identifying potential customer concerns and taking preventive measures.
Incident Management:
Managing critical incidents coordinating with crossfunctional teams to quickly resolve highpriority issues.
Performing root cause analysis to prevent recurring problems and implement corrective actions.
Maintaining accurate documentation of incidents and resolutions in the ticketing system.
Knowledge Base Development:
Creating and updating comprehensive knowledge base articles to facilitate efficient problem resolution by the team.
Sharing best practices and technical knowledge within the support team.
Process Improvement:
Identifying opportunities to streamline support processes optimize workflows and improve overall efficiency.
Contributing to the development of new support tools and procedures.
Qualifications :
Your Experience
Bachelors degree in Computer Science Information Technology or equivalent military experience required
Must have 9 years of experience in L2 function supporting Order to Cash business function.
Strong Tools & Scripting knowledge (e.g. Service Now MySQL Postman GSuite etc.) for troubleshooting & reporting purposes.
Excellent problemsolving and analytical skills
Exceptional communication and interpersonal skills to effectively interact with customers and technical teams
Ability to work under pressure and manage multiple priorities effectively
Experience in leading and mentoring technical support teams
Proficiency in ticketing systems and knowledge base tools
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
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.
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 No. Please note that we will not sponsor applicants for work visas for this position.
Covid19 Vaccination Information for Palo Alto Networks Jobs
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires inperson customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements please inquire with the recruiter.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
