Senior Technical Support Specialist

hace 1 día

Madrid, Madrid, España Palo Alto Networks A tiempo completo
Job Description

Job Title: Senior Technical Support Engineer

Job Summary:

We are seeking a highly skilled Senior Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our technical support team, you will be responsible for providing expert-level technical support to our valued customers, ensuring their complex post-sales concerns are addressed in a timely and effective manner.

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.
  • Provide on-call support 24x7 (voluntary paid support)

Requirements:

  • Good written and verbal communication skills
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
  • Experience working with Firewall Central Management Systems
  • Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
  • Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Virtualization experience (AWS, Azure, VMWare, OpenStack) is a plus
  • Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus

About the Team:

Our technical support team is critical to our success and mission. As part of this team, you will enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

About Palo Alto Networks:

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. Our approach to work is centered around flexibility and choice, with a focus on collaboration and in-person interactions. We believe in the power of diversity and inclusion, and we're committed to creating an environment where innovation thrives.

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