Senior Customer Support Engineer

hace 3 semanas

Madrid, Madrid, España Palo Alto Networks A tiempo completo
Position Overview

Your Role

As a Senior Technical Support Engineer, you will engage directly with our esteemed clients to resolve intricate post-sales challenges, necessitating a thorough analysis of various factors. Your analytical skills will be vital in comprehending the methodologies, techniques, and assessment criteria required to achieve effective outcomes. You will have the opportunity to connect with key stakeholders beyond your immediate expertise, effectively communicating complex technical issues to both technical and non-technical audiences.

Your involvement in technical discussions with cross-functional teams will foster an atmosphere of openness, leading to enhanced products, improved work environments, and fortified cybersecurity measures. Your ability to think on your feet and provide timely support to our clients is crucial in maintaining the security of their systems, often in high-pressure scenarios.

Your Contributions

  • Deliver exceptional technical support to customers and partners.
  • Offer configurations, troubleshooting guidance, and best practices to clients.
  • Oversee support cases to ensure accurate recording, tracking, resolution, and timely follow-ups.
  • Conduct fault isolation and root cause analysis for technical challenges.
  • Generate Technical Support Bulletins and other technical documentation for the Knowledge Base.
  • Review technical documentation for training materials, marketing collateral, manuals, and troubleshooting guides.
  • Provide on-call support 24/7 (voluntary paid support).

Your Qualifications

  • Strong written and verbal communication abilities.
  • Proficiency in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (LDAP, RADIUS, etc.).
  • Experience with Firewall Central Management Systems.
  • Familiarity with multi-factor authentication security systems (tokens, certificates, CAC cards, etc.).
  • Working knowledge of Security services (IDS/IPS, Firewalls, etc.).
  • Ability to independently troubleshoot complex and unique networks with diverse media and protocols.
  • Experience with virtualization technologies (AWS, Azure, VMWare, OpenStack) is advantageous.
  • Familiarity with Windows and MAC OS (Debugging, Editing Registries, Plist, etc.) is a plus.
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is beneficial.

The Team

Our technical support team plays a pivotal role in our success and mission. By being part of this team, you contribute to customer success by offering support after product purchases. Our commitment to our clients evolves as threats and technologies change, ensuring we remain aligned with our mission.

You will participate in the implementation of new products, transition from legacy systems, and address critical issues as they arise. Your proactive approach will help us identify and resolve technical problems, focusing on delivering the highest level of customer support in the industry.

Our Values

We are innovators who aspire to achieve great things, embrace challenges, and redefine the landscape of cybersecurity. Our mission relies on diverse teams collaborating and innovating together.

We are dedicated to providing reasonable accommodations for all qualified individuals with disabilities. All information will be kept confidential in accordance with EEO guidelines.

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