Lead Technical Support Specialist

hace 4 semanas

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

As a pivotal member of our team, you will deliver exceptional post-sales technical assistance to Palo Alto Networks' end users through various communication channels including phone, email, and web. Your role will involve meticulously updating support cases to document the progression of inquiries in our tracking system, as well as creating comprehensive technical solutions and product insights for our knowledge base. You will engage in reproducing customer challenges and assessing escalations, collaborating closely with Development, Sales, Quality Assurance, and Marketing to enhance the customer experience.

Key Responsibilities
  • Deliver Tier 3 level Technical Support to both customers and partners.
  • Offer configuration guidance, troubleshooting expertise, and best practice recommendations.
  • Oversee support cases to ensure issues are documented, monitored, resolved, and timely follow-ups are conducted.
  • Conduct fault isolation and root cause analysis for technical challenges.
  • Publish Technical Support Bulletins and other documentation in the Knowledge Base.
  • Review technical documentation for training materials, marketing collateral, manuals, and troubleshooting guides.
  • Participate in on-call duties as required.
  • Assist in the development and documentation of threat-specific escalation processes.
  • Engage in Internal Tool Development.
  • Perform due diligence in relation to Malware or Exploit analysis.
  • Create and deliver threat-specific training materials to the Technical Assistance Center (TAC).
  • Collaborate directly with ETAC, PanAV, DevOps, and Software Engineering to resolve customer issues.
  • Conduct Technical Case Audits to identify educational opportunities.
Qualifications
  • Exceptional written and verbal communication abilities.
  • Fluent in English; proficiency in additional major European languages is advantageous.
  • Prior experience in a Technical Support setting is essential.
  • Expertise in the threat landscape, technologies, and techniques, including knowledge of malware and exploit behaviors, as well as the zero trust network model.
  • Experience in security roles, particularly in malware response handling.
  • Proficiency in Wireshark/TCPDump for packet capture troubleshooting, especially with HTTP/SSL/SMB.
  • Familiarity with Linux operating systems.
  • Understanding of Windows OS functionality, including debugging, application calls, and registry editing.
  • Technical expertise in TCP/IP, HTTP, PKI & SSL, and intrusion detection/prevention.
  • High-level knowledge of regular expressions and evasion/obfuscation techniques, as well as URL filtering.
  • Desirable: programming experience, shell/perl/python scripting, understanding of malnets, and security clearance.
  • Strong knowledge of TCP/IP protocols.
  • Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP, etc.).
  • Extensive experience with Security protocols (IPSEC / SSL-VPN / NAT / GRE).
  • Familiarity with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a significant advantage.
  • Experience with Cisco security products, Checkpoint, Juniper, and Fortinet is a plus.
  • Knowledge of Authentication Protocols (Radius / TACACS) is beneficial.
  • Ability to independently troubleshoot complex and unique networks utilizing various media and protocols.
Team Dynamics

Our Technical Support team plays a crucial role in our mission. By being part of this team, you will facilitate customer success by providing support to clients after their purchase of our products. Our commitment to our customers extends beyond the initial sale, adapting as threats and technologies evolve.

You will be engaged in the implementation of new products, transitioning from legacy systems to modern solutions, and addressing critical issues as they arise. Our focus is on identifying and resolving technical problems while ensuring we deliver the highest level of customer support in the industry.

Our Values

We are innovators who think big, embrace challenges, and redefine the cybersecurity landscape. Our mission relies on diverse teams working collaboratively to drive innovation.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to any legally protected characteristics.

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