Cybersecurity Technical Support Engineer

hace 7 días


Madrid, Madrid, España Palo Alto Networks A tiempo completo

About Us

Palo Alto Networks is a leading cybersecurity company that protects our digital way of life. Our mission is to be the cybersecurity partner of choice, and we're looking for innovators who share our commitment to shaping the future of cybersecurity.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We offer personalization and give our employees the opportunity to choose what works best for them as often as possible – from wellbeing support to growth and development, and beyond.

In-Person Interactions

We believe in the power of collaboration and value in-person interactions. Our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where they feel most effective.

Job Summary

We're seeking an experienced Cybersecurity Technical Support Engineer to join our team. As a key member of our Technical Support team, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Your primary responsibilities will include:

  • Providing Tier 3 level Technical Support to customers and partners
  • Configuring, troubleshooting, and providing best practices to customers
  • Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
  • Isolating faults and analyzing root causes for technical issues
  • Publishing Technical Support Bulletins and other technical documentation in the Knowledge Base

Required Skills and Qualifications

To be successful in this role, you'll need:

  • Excellent written and verbal communication skills
  • Fluent knowledge of English – knowledge of any other major European language will be an advantage
  • Previous experience in a Technical Support environment is required
  • Expert-level knowledge of the threat landscape, technologies, and techniques – including malware and exploit behaviors, zero-trust network model security, and Wireshark/TCPDump packet capture troubleshooting
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols

Benefits

We offer a competitive salary of approximately $120,000/year, comprehensive benefits, and opportunities for professional growth and development.

About the Role

This is a challenging and rewarding role that requires a strong technical background and excellent communication skills. If you're passionate about cybersecurity and enjoy working in a fast-paced environment, we encourage you to apply.



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