Senior Technical Support Engineer

hace 4 semanas

Madrid, Madrid, España Palo Alto Networks A tiempo completo
Job Description

Palo Alto Networks is seeking a highly skilled Technical Support Engineer to join our EMEA team. As a Technical Support Engineer, you will be responsible for providing post-sales technical support to EMEA-based customers via phone, email, and web.

Key Responsibilities:

  • Provide Tier 3 level Technical Support to customers and partners in EMEA
  • Provide configurations, troubleshooting, and best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
  • Provide 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
  • Technical Case Audits - Identify educational opportunities

Requirements:

  • 5+ years of experience in a Technical Support environment
  • Wireshark/TCPDump packet capture troubleshooting – specifically with HTTP/SSL/SMB
  • Expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
  • Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
  • Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP, etc)
  • Virtualization experience in one or multiple public (AWS, Azure, GCP, OCI and Alibaba Cloud) and private (VMware vSphere ESXi, vCenter, NSX-T, KVM, Windows Hyper-V, Nutanix) cloud services
  • Understanding of general virtualization concepts on compute, storage, and networking
  • Familiarity with Linux
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
  • Excellent written and verbal communication skills
  • Flexibility to work shift hours as required to support EMEA-based customers, including afternoons, evenings, and weekends

Preferred Qualifications:

  • Programming experience, shell/perl/python scripting, and understanding of malnets
  • Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS)
  • Experience with Cisco security products, Checkpoint, Juniper, Fortinet
  • Knowledge of Authentication Protocols (Radius /TACACS)
  • Experience with containers (e.g. Docker, podman) and container orchestration (Kubernetes)

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 age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

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