Palo Alto Networks Technical Support Specialist

hace 1 semana


Madrid, Madrid, España Palo Alto Networks A tiempo completo

About This Role

Job Summary

As a dedicated member of the Palo Alto Networks technical support team, you will play a critical role in delivering exceptional customer experiences and ensuring the successful deployment and ongoing support of our cybersecurity solutions. With a focus on post-sales technical support, you will engage with valued customers to address complex concerns and provide expert guidance on product configurations, troubleshooting, and standard methodologies.

Key Responsibilities

  • Provide technical support to customers via phone, email, and web, ensuring timely resolution of issues and delivery of high-quality service.
  • Collaborate with multi-functional teams to drive transparency and improvement in product development, working environments, and overall cybersecurity.
  • Utilize advanced analytical skills to diagnose and resolve complex technical issues, often in high-pressure situations.
  • Develop and maintain technical documentation, including Technical Support Bulletins and user documentation in the Knowledge Base.
  • Contribute to the development of training materials, technical marketing collateral, and problem-solving guides, ensuring alignment with customer needs and industry standards.

Requirements

  • 8+ years of deep technical knowledge and experience in technical support, with a strong customer focus.
  • Advanced certifications such as CCIE/JNCIE/CISSP are an advantage.
  • Excellent written and spoken communication skills, with the ability to establish strong relationships with customers and internal stakeholders.
  • Strong analytical skills for interpreting business requirements and translating them into technical specifications.
  • Profound knowledge in networking protocols, including TCP/IP, BGP4, OSPF, and multicast.
  • Expert working knowledge in the operation of Ethernet LAN switching protocols and standards, including VLANs and VLAN aggregation.

About Us

Palo Alto Networks is a fast-growing, immensely successful organization that values innovative thinking, collaboration, and a customer-centric approach. We're committed to providing reasonable accommodations for all qualified individuals with a disability and celebrate diversity in our workplace. If you're passionate about shaping the future of cybersecurity and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.



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