Highly Experienced Technical Support Professional

hace 2 semanas


Madrid, Madrid, España Palo Alto Networks A tiempo completo

Job Overview

Palo Alto Networks is seeking a highly experienced technical support professional to join our team. As a Platinum Support Engineer, you will work closely with our valued customers to address their complex post-sales concerns.

About the Role

This is a critical role that requires excellent problem-solving skills, strong communication abilities, and in-depth knowledge of networking protocols and technologies.

Your Responsibilities

  • Provide expert-level technical support to customers via phone, email, and web
  • Meet enhanced response SLAs for customers who purchase our Platinum Support Offering
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups completed in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and resolve complicated technical issues
  • Work with ETAC and Engineering to resolve customer issues
  • Have a thorough understanding of software release and bug cycles
  • Conduct multi-vendor troubleshooting
  • Collaborate with Development, Sales, Quality Assurance, and Marketing teams to build a positive customer experience
  • Publish technical support bulletins and user documentation in the Knowledge Base
  • Travel may be required to customer sites in the event of a critical situation

Requirements

To succeed in this role, you must have:

  • Required experience with TCP/IP
  • Ability to independently debug broad, complex networks with mixed media and protocols
  • In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE)
  • Prior experience in similar vendor Technical Support Centers
  • Excellent written and verbal communication skills
  • Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus

Benefits

We offer a competitive salary range of $110,000 - $140,000 per year, depending on experience, plus benefits including medical, dental, and vision insurance, 401(k) matching, and paid time off.



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