Cybersecurity Technical Support Specialist

hace 4 semanas


Madrid, Madrid, España Palo Alto Networks A tiempo completo

About the Role

We are seeking a highly skilled Senior Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our technical support team, you will be responsible for providing exceptional support to our valued customers, addressing intricate post-sales concerns, and collaborating with cross-functional teams to drive product improvement.

Key Responsibilities

  • Offer technical support to customers and partners, providing timely and effective solutions to complex technical issues.
  • Manage support cases from recording to resolution, including timely follow-ups and communication with customers.
  • Conduct fault isolation and root cause analysis for technical issues, employing critical thinking and analytical skills.
  • Author Technical Support Bulletins and other technical documentation in the Knowledge Base, ensuring accuracy and clarity.
  • Review technical content for training, marketing, manuals, and troubleshooting guides, providing feedback and suggestions for improvement.
  • Travel to customer sites for critical situations, expediting resolutions as needed, and providing on-site support.
  • Provide configurations, troubleshooting, and best practices to customers, ensuring they have the necessary tools and knowledge to resolve issues.
  • Collaborate with the Engineering team to influence product operability, providing feedback and suggestions for improvement.
  • Participate in weekend on-call rotation and provide after-hours support as required, ensuring seamless support to customers.
  • Communicate complex technical issues effectively to internal and external stakeholders, including customers, partners, and cross-functional teams.

Requirements

  • 4+ years of experience as a Support Engineer, with a strong background in cybersecurity and technical support.
  • Excellent written and verbal communication skills, with the ability to communicate complex technical issues effectively.
  • Strong customer advocacy skills and experience, with the ability to work in difficult customer situations.
  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications, including installation, troubleshooting, and debugging.
  • Knowledge of IP network technologies and performance monitoring/troubleshooting software tools, including Datadog and Cloud Watch.
  • Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities.
  • Comfortable collaborating across diverse cross-functional teams with open communication.
  • Previous experience in a customer-facing technical support role, with a strong background in cybersecurity and technical support.

About Us

Palo Alto Networks is a leader in the cybersecurity industry, dedicated to providing innovative solutions to protect our digital way of life. We are committed to providing reasonable accommodations for all qualified individuals with a disability and are an equal opportunity employer, celebrating diversity in our workplace and promoting a culture of inclusion and respect.



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