Senior Technical Support Engineer, Platinum

hace 7 días

Madrid, Madrid, España Palo Alto Networks A tiempo completo

Job Title: Platinum Support Engineer

Company: Palo Alto Networks


Your Career

Join us as a Platinum Support Engineer where you'll dive deep into resolving complex post-sales issues for our premium customers. You'll need to think critically and be able to communicate technical problems clearly to both technical and non-technical individuals. You will have the chance to interact with key stakeholders and tackle challenging technical issues.

Our Platinum customers rely on us for top-tier support with guaranteed response times and enhanced services for their critical systems. This role is crucial in providing exceptional support to our high-profile clients.


Your Impact

  • Deliver technical support, troubleshoot, and provide solutions to customers through various channels
  • Meet response time commitments for Platinum Support customers
  • Handle support cases efficiently from start to finish
  • Diagnose and resolve complex technical issues using analytical skills
  • Collaborate with different departments to ensure customer problems are addressed
  • Contribute to technical documentation and knowledge base
  • Enhance customer experience through collaboration with internal teams
  • Review and create user documentation and training materials
  • Potential travel to customer sites for critical issues
  • Work on a 9 am-6 pm shift

Qualifications

  • Experience with TCP/IP protocols
  • Ability to debug complex networks with various media and protocols
  • Proficiency in routing and switching technologies
  • Familiarity with security protocols such as IPSEC, SSL-VPN
  • Prior experience in Technical Support Centers
  • Knowledge of authentication protocols like Radius/TACACS
  • Strong written and verbal communication skills
  • Experience with networking products from Cisco, Checkpoint, Juniper, Fortinet

The Team

Join a dedicated technical support team that plays a vital role in ensuring customer success. You will be involved in implementing new products, resolving technical issues, and providing top-notch customer support at all times.

Our Commitment

We are trailblazers in the cybersecurity industry, fostering diversity and innovation. We value inclusivity and provide equal opportunities to all qualified individuals.

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