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Escalation Engineer - Prisma Access

7.00 to 10.00 Years   Noida   02 Jun, 2021
LinkTag Inc
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaTechnical Support / Helpdesk,General / Other Software
EmploymentTypeFull-time

Job Description

Our team is looking for a high-performance, client-facing escalation engineer (Prisma Access) with a problem-solving mindset. As an Escalation Engineer, you will be working together with the PS Consultants, Sales & Engineering to solve blocking issues with high visibility and impact, enabling that client to realise the full potential of our solutions.This role will allow you to apply your passion for technology, problem-solving and consult with clients on creating and executing business strategy.Your Impact

  • Establish yourself as a trusted advisor and partner.
  • Drive enablement within the team to enhance capability & self sufficiency
  • Head problem resolutions requiring analysis, troubleshooting and escalation to product development.
  • Respond and analyse complex inquiries of technical nature and create readable and well-documented code to prevent, detect and resolve issues.
  • Direct customers through issue resolution including customer meetings, status reports and updates.
  • Identify, propose and enforce escalation process improvements.
  • Provide contributions to the central escalation knowledge-base.
  • Identify tools gaps (if any) , enhance needs and propose solutions.
  • Lead conversations about industry trends and emerging changes to the security landscape that every customer needs to be aware of.
  • Ability to discuss, with credibility, competitive offers in the marketplace and effectively differentiate against them.
  • Act as the customers advocate for any issues that require assistance and follow up with the customer until the issue is resolved.
  • Provide high level guidance on design consultation and standard methodology mentorship for rollout, implementation, and policy conversion.
  • Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives.
  • Collaborate with customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program.
  • Be a Go-To expert on Palo Alto Networks security solutions
  • Provide after hours and weekends ( 24/7 service model ) as needed to deliver solutions to the customers.
Experience: Typically 7-10 years of Information security domain experience with excellent product knowledge & escalation management, should have worked with enterprise customers across different regions and flexible to work in a 24x7 delivery model.,

Keyskills :
windowstechnical supportactive directorytroubleshootingreturn on investmentcloud securitychange managementescalation processinformation securityescalation management24x7altosalescloud

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