Technical Support Expert for Mission-Critical Infrastructure

hace 5 días


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

We are seeking a seasoned Technical Support Engineer to join our team at Palo Alto Networks, providing unparalleled support to our valued customers. As a key member of our technical support team, you will work closely with customers to resolve complex post-sales concerns, leveraging your in-depth knowledge and skills to ensure their mission-critical systems are running smoothly.

Key Responsibilities
  • Provide expert-level technical support to customers via phone, email, and web, resolving issues efficiently and effectively.
  • Meet enhanced response SLAs for Platinum Support Offering customers, ensuring timely resolution of critical issues.
  • Collaborate with cross-functional teams, including ETAC and Engineering, to resolve customer issues and implement new products.
  • Utilize fault isolation and root cause analysis skills to diagnose and tackle complex technical issues.
  • Work directly with customers to reproduce issues, qualify critical problems, and develop solutions.
Requirements
  • Requires experience with TCP/IP and strong understanding of routing and switching protocols (OSPF, BGP, VLAN, STP).
  • Able to independently debug broad, complex networks with mixed media and protocols.
  • In-depth experience in security (IPSEC, SSL-VPN, NAT, GRE) and authentication protocols (Radius/TACACS).
  • Prior experience in similar vendor Technical Support Centers.
  • Excellent written and verbal communication skills.
Salary Range

$120,000 - $180,000 per annum, depending on location and experience.



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