.Company Description**Our Mission**At Palo Alto Networks® everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. 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.Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We're changing the nature of work from benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.**Job Description**:**Your Career**As a Platinum Support Engineer, you will work firsthand with our valued Platinum customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.The type of customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers.**Your Impact**- Meet enhanced response SLA's for customers who purchase our Platinum Support Offering- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner- Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues- Work to reproduce customer issues and qualify critical issues- Work directly with ETAC and Engineering to get customer issues resolved- Have a thorough understanding of software release and bug cycles- Conduct multi-vendor troubleshooting- Has visibility across the entire organization and Executive Leadership- Publish Technical Support Bulletins and other user documentation in the Knowledge Base- Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing- Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc