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Senior Technical Support Specialist

hace 2 meses

Madrid, Madrid, España Palo Alto Networks A tiempo completo

About the Role

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Palo Alto Networks. As a Platinum Support Engineer, you will play a critical role in providing exceptional technical support to our valued customers, ensuring their success and satisfaction with our products.

Key Responsibilities

  • Provide expert technical support to customers via phone, email, and web, resolving complex technical issues and ensuring timely resolution of support cases.
  • Meet enhanced response SLAs for customers who purchase our Platinum Support Offering, providing a high level of service and support.
  • Collaborate with cross-functional teams, including Engineering and Development, to resolve complex technical issues and improve product quality.
  • Develop and maintain in-depth knowledge of our products and technologies, staying up-to-date with the latest features and releases.
  • Contribute to the development of technical documentation, including user guides, technical notes, and knowledge base articles.
  • Participate in ongoing training and professional development to enhance technical skills and stay current with industry trends.

Requirements

  • Minimum 5 years of experience in technical support, with a strong background in cybersecurity and networking technologies.
  • Excellent technical skills, with expertise in routing and switching, security protocols, and network architecture.
  • Strong communication and interpersonal skills, with the ability to work effectively with customers, engineers, and other stakeholders.
  • Ability to work in a fast-paced, dynamic environment, with a high level of flexibility and adaptability.
  • Experience with Cisco, Checkpoint, Juniper, and Fortinet products is highly desirable.

About Us

Palo Alto Networks is a leader in the cybersecurity industry, dedicated to protecting our digital way of life. We are a company built on innovation, collaboration, and a passion for making a difference. Our team is committed to delivering exceptional customer support, and we are seeking a talented and experienced Technical Support Specialist to join our team.