Senior Technical Support Specialist

hace 7 horas

Valencia, Valencia, 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 support team, you will work closely with our valued customers to address their complex post-sales concerns.

Your primary responsibility will be to provide technical support to customers and partners, including configuration, troubleshooting, and best practices. You will also manage support cases, provide fault isolation and root cause analysis, and publish technical support bulletins and documentation.

Key Responsibilities
  • Provide technical support to customers and partners
  • 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.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • Provide on-call support 24x7 on an as needed basis
Requirements

To be successful in this role, you will need to have good written and verbal communication skills, expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.).

You will also need to be able to work in a fast-paced environment, think critically, and provide technical assistance as needed, often in high-pressure situations.

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