Technical Support Engineer

hace 2 días

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 technical support to our valued customers, addressing their complex post-sales concerns, and working closely with our multi-functional teams to create an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity.

Key Responsibilities

  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
  • Remote support, deployment, and knowledge transfer
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  • Work to reproduce customer issues and qualify critical issues
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
  • Travel may be required to customer sites in the event of a critical situation to expedite resolution
  • Work shoulder to shoulder with the Sales and Sales Engineering Teams

Requirements

  • BS/MS or equivalent experience or equivalent military experience required
  • 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience
  • Advanced certifications such as CCIE/JNCIE/CISSP-an advantage
  • Excellent written and spoken communication skills, strength with establishing relationships
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
  • Excellent interpersonal skills and the ability to work well independently and in a team
  • Self-disciplined, self-managed, self-motivated, and strong sense of ownership, urgency, and drive
  • Passionate to learn, understand, and dissect new technology stack quickly on own
  • Strong project management, time management, and organizational skills
  • Strong analytical skills for interpreting business requirements and translating them into technical specifications
  • Profound knowledge in networking protocols such as-TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP
  • Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE)
  • Prior experience in similar vendor Technical Support Centers
  • Experience with Authentication Protocols a plus (Radius/TACACS)
  • Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments-PANW firewalls and VM-Series-a plus
  • Excellent problem-solving, critical thinking, communication, and teamwork skills
  • Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business

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