Senior Technical Support Specialist

hace 5 días

Madrid, Madrid, España Palo Alto Networks A tiempo completo
Job Title: Senior Technical Support Engineer

At Palo Alto Networks, we're committed to delivering exceptional customer experiences. As a Senior Technical Support Engineer, you'll play a critical role in ensuring our customers receive top-notch support for their complex post-sales concerns.

Your Key Responsibilities:
  • Provide technical support to customers and partners, addressing their complex issues with expertise and professionalism.
  • Configure, troubleshoot, and provide best practices to customers, ensuring they have the knowledge and tools needed to resolve issues efficiently.
  • Manage support cases, ensuring issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
  • Conduct fault isolation and root cause analysis for technical issues, providing detailed explanations and recommendations for resolution.
  • Publish technical support bulletins and other documentation in our Knowledge Base, ensuring our customers have access to the latest information and resources.
  • Review and update technical documentation for training materials, marketing collateral, manuals, and troubleshooting guides.
  • Participate in on-call support 24x7 (voluntary paid support), providing critical assistance to our customers during high-pressure situations.
Qualifications:
  • Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
  • Expertise in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.), and Firewall Central Management Systems.
  • Experience working with multi-factor authentication security systems, including tokens, certificates, CAC cards, and similar.
  • Strong ability to independently debug complex networks with mixed media and protocols.
  • 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 the backbone of our customer success. As a Senior Technical Support Engineer, you'll be part of a dynamic team that's dedicated to delivering exceptional support to our customers. We're passionate about staying ahead of the curve, implementing new products, and transitioning from old to new, ensuring our customers are safely supported.

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