Senior Technical Support Specialist

hace 1 mes

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 Technical Support Engineer, you will be responsible for providing post-sales technical support to our End User Customers via phone, email, and web.

Key Responsibilities

  • Provide Tier 3 level technical support to customers and partners
  • Configure, troubleshoot, and provide best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
  • Perform 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.
  • Occasionally participate in on-call duties
  • Assist in developing and documenting threat-specific escalation processes
  • Internal tool development
  • Perform senior engineer due diligence with respect to malware or exploit analysis
  • Develop and deliver threat-specific training materials to the TAC organization
  • Work directly with ETAC, PanAV, DevOps, and Software Engineering to resolve customer problems
  • Technical case audits - identify educational opportunities

Requirements

  • Excellent written and verbal communication skills
  • Fluent knowledge of English - knowledge of any other major European language is an advantage
  • Previous experience in a technical support environment is required
  • Expert-level knowledge of the threat landscape, technologies, and techniques - knowledge of malware and exploit behaviors, zero-trust network model
  • Security role experience, such as handling of malware responses
  • Wireshark/TCPDump packet capture troubleshooting - specifically with HTTP/SSL/SMB
  • Linux familiarity
  • Windows OS functionality (debugging, how applications make calls, registry editing)
  • Technical skills - expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
  • Technical skills - high-level knowledge in regular expressions and evasion/obfuscation techniques, URL filtering
  • Nice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearance
  • Strong knowledge of TCP/IP
  • Solid understanding and hands-on experience in routing & switching (OSPF / BGP / VLAN / STP etc)
  • Strong experience with security (IPSEC / SSL-VPN / NAT / GRE)
  • Experience with layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantage
  • Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plus
  • Experience with authentication protocols (Radius / TACACS) is a plus
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is 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. Our Technical Support team is critical to our success, and we are looking for talented individuals to join our team.

Why Join Us

We offer a dynamic and challenging work environment, with opportunities for professional growth and development. Our team is passionate about cybersecurity, and we are committed to making a difference in the world.

Equal Opportunity Employer

Palo Alto Networks is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email address].

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