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Technical Support Engineer

hace 2 meses

Madrid, Madrid, España Palo Alto Networks A tiempo completo
About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our technical support team, you will play a critical role in ensuring the success of our customers by providing expert technical support and guidance.

Key Responsibilities
  • Provide technical support to customers and partners, including configuration, troubleshooting, and best practices
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish technical support bulletins and other technical documentation in the knowledge base
  • Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Travel to customer sites as required to expedite resolution of critical issues
Requirements
  • Expertise in remote access VPN solutions, IPSEC, PKI & SSL, DNS, DHCP, TCP/IP, authentication protocols (LDAP, RADIUS, etc.)
  • Expertise in LAN/WAN technologies, routing/switching protocols (e.g. LACP, ARP, BGP, OSPF), branch and data center architectures
  • Working knowledge of path quality monitoring and QoS (e.g. CoS, DSCP, latency, jitter, congestion, packet loss detection algorithms)
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Experience with Linux is a plus (debugging, etc.)
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet, and Palo Alto Networks products is a plus
  • Working knowledge of network security services (IDS/IPS, firewalls, etc.) is a plus
  • Basic knowledge of API concepts is a plus
  • Basic knowledge about FWAAS or SASE solutions is a plus (Prisma Access, FortiGate, Cisco Umbrella, etc.)
  • Excellent written and verbal communication skills
  • Bachelor's degree or equivalent experience or equivalent military experience required
About Us

Palo Alto Networks is a leader in the cybersecurity industry, and we are committed to providing our customers with the best possible support and service. Our team is dedicated to ensuring the success of our customers, and we are seeking a highly skilled Technical Support Engineer to join our team.

We are an equal opportunity employer and celebrate diversity in our workplace. 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.