Senior Technical Support Specialist

hace 1 semana

Madrid, Madrid, España Palo Alto Networks A tiempo completo

Job Summary

As a Senior Technical Support Specialist at Palo Alto Networks, you will play a critical role in providing exceptional technical support to our valued customers. You will work closely with our customers to address their complex post-sales concerns, analyzing situations and data to provide in-depth evaluations of many factors.

Key Responsibilities

  • Provide technical support to customers and partners, including configuration, troubleshooting, and best practices
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed 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.

Requirements

  • Good written and verbal communication skills
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP / IP, Authentication Protocols (LDAP, RADIUS etc.)
  • Experience working with Firewall Central Management Systems
  • Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
  • Working knowledge of Security services (IDS / IPS, Firewalls etc.)
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Virtualization experience (AWS, Azure, VMWare, OpenStack) is a plus
  • Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus

About Us

Palo Alto Networks is a leader in the cybersecurity industry, and our technical support team is critical to our success. We are committed to providing exceptional support to our customers, and we are looking for talented individuals to join our team.

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