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Madrid, Madrid, España Palo Alto Networks, Inc. A tiempo completoAbout Palo Alto NetworksPalo Alto Networks is a global leader in cybersecurity, dedicated to empowering digital transformation and protecting our customers' digital way of life. We're a company that's constantly innovating, disrupting the security industry, and pushing the boundaries of what's possible.Our MissionWe're on a mission to solve critical security...
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Technical Support Engineer
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Senior Technical Support Engineer, Cybersecurity Solutions Specialist
hace 2 meses
We are seeking a highly skilled Senior Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our technical support team, you will play a critical role in ensuring the success of our customers by providing expert technical support and guidance.
Key Responsibilities- Provide technical support to customers and partners, including troubleshooting and resolving complex technical issues.
- Effectively manage support cases from recording to resolution, including timely follow-ups and communication with customers.
- Conduct fault isolation and root cause analysis for technical issues, and provide technical documentation and bulletins to support knowledge base.
- Collaborate with the Engineering team to influence product operability and participate in weekend on-call rotation and provide after-hours support as required.
- Communicate complex technical issues effectively to internal and external stakeholders, including customers and partners.
- 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 communicate complex technical issues to both technical and non-technical stakeholders.
- Strong customer advocacy skills and experience, with the ability to work in difficult customer situations.
- 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 display problem-solving abilities and troubleshoot complex technical issues.
- 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 comfortable collaborating across diverse cross-functional teams with open communication.
Palo Alto Networks is a leader in the cybersecurity industry, and we are committed to providing our customers with the best possible support and service. Our team is dedicated to ensuring the success of our customers, and we are seeking a highly skilled and experienced Senior Technical Support Engineer to join our team.
