Senior Technical Support Engineer, Platinum

hace 3 semanas

Madrid Centro, Madrid, España Palo Alto Networks, Inc. A tiempo completo
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Palo Alto Networks, Inc. as a Platinum Support Engineer. As a critical member of our technical support team, you will play a key role in providing exceptional support to our valued customers who have purchased our Platinum Service.

Key Responsibilities
  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via various communication channels.
  • Meet enhanced response SLA's for customers who purchase our Platinum Support Offering.
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner.
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues.
  • Work to reproduce customer issues and qualify critical issues.
  • Collaborate with ETAC and Engineering to resolve customer issues.
  • Have a thorough understanding of software release and bug cycles.
  • Conduct multi-vendor troubleshooting.
  • Have visibility across the entire organization and Executive Leadership.
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base.
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing.
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
  • Travel may be required to customer sites in the event of a critical situation.
Requirements
  • Required experience with TCP/IP.
  • Ability to independently debug broad, complex, and unparalleled 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.
  • Experience with Authentication Protocols a plus (Radius / TACACS).
  • Excellent written and verbal communication skills.
  • Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus.
About Us

Palo Alto Networks, Inc. is a leading cybersecurity company that is committed to providing exceptional support to our customers. We take pride in our mission of protecting the digital way of life and are looking for innovators who share our passion for shaping the future of cybersecurity.

We are an equal opportunity employer and celebrate diversity in our workplace. 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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