Cybersecurity Support Specialist

hace 3 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 Cybersecurity team at Palo Alto Networks. As a key member of our team, you will be responsible for providing technical support to our valued customers, ensuring their environments are secure and running smoothly.

Your Responsibilities

  • Provide technical support to customers and partners, addressing intricate post-sales concerns and employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results.
  • Conduct fault isolation and root cause analysis for technical issues, collaborating with cross-functional teams to drive product improvement and enrich work environments.
  • Author Technical Support Bulletins and other technical documentation in the Knowledge Base, ensuring timely and accurate information is available to customers.
  • Review technical content for training, marketing, manuals, and troubleshooting guides, ensuring consistency and accuracy.
  • Travel to customer sites for critical situations, expediting resolutions as needed, and providing configurations, troubleshooting, and best practices to customers.
  • Collaborate with the Engineering team to influence product operability, ensuring seamless integration and customer satisfaction.
  • Participate in weekend on-call rotation and provide after-hours support as required, demonstrating flexibility and commitment to customer success.
  • Communicate complex technical issues effectively to internal and external stakeholders, showcasing exceptional written and verbal communication skills.

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 explain complex technical issues to both technical and non-technical professionals.
  • Strong customer advocacy skills and experience, with the ability to work in difficult customer situations and provide exceptional support.
  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications, as well as deployment tools such as SCCM, GPO, AD, and JAMF.
  • Analytical troubleshooting skills in Linux, with the ability to independently debug broad, complex, and unique environments with mixed applications and protocols.
  • Strong proficiency in software and infrastructure troubleshooting, testing, and debugging, with a focus on cybersecurity and technical support.
  • Familiarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing.
  • Knowledge of IP network technologies and performance monitoring/troubleshooting software tools, such as Datadog and Cloud Watch.
  • Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities, and a willingness to participate in weekend on-call rotation.
  • Comfortable collaborating across diverse cross-functional teams with open communication, and a strong understanding of cybersecurity and technical support principles.

About Us

Palo Alto Networks is a leader in cybersecurity, dedicated to protecting our digital way of life. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Commitment

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at.

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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