Senior Technical Support Specialist, Focused Services

hace 3 semanas

Madrid, Madrid, España Palo Alto Networks A tiempo completo

Company Overview

Our Purpose

At Palo Alto Networks, our journey begins and concludes with our core purpose:

To be the trusted cybersecurity partner, safeguarding our digital existence.

We envision a world where each day is more secure than the last. Our organization is founded on the principles of challenging norms and redefining the status quo, and we seek innovators who share our passion for shaping the future of cybersecurity.

Our Work Philosophy

We prioritize personalization and choice in all our employee initiatives. We have transformed the conventional perspective that all employees share identical needs and desires. We empower our team members to select what best suits them whenever feasible - from wellness support to professional growth and beyond.

At Palo Alto Networks, we value collaboration and the importance of face-to-face interactions. This is why our employees typically work from the office, with some flexibility offered as necessary. This arrangement encourages informal discussions, problem-solving, and building trusted relationships. While specifics may evolve, our objective is to cultivate an environment where innovation flourishes, with teams gathering in the office three days a week to collaborate on the finest cybersecurity solutions in the industry.

Role Overview

Your Career Path

In this role, you will engage directly with our esteemed clients to resolve their intricate post-sales challenges, where the analysis of situations or data necessitates a thorough assessment of numerous factors. You will demonstrate critical thinking in comprehending the methodologies, techniques, and evaluation criteria essential for achieving results. You will relish the opportunity to network with key stakeholders beyond your immediate area of expertise, possessing a strong aptitude for articulating complex technical issues to both technical and non-technical audiences.

You will frequently engage in technical dialogues with cross-functional teams, fostering an atmosphere of transparency that ultimately results in superior products, enhanced work environments, and improved cybersecurity. Your quick decision-making and support for our clients will provide the prompt assistance they require to maintain secure environments – necessitating a capacity to act swiftly, thoughtfully, and offer technical support as needed, often in high-pressure scenarios.

Your Contributions

  • Deliver Technical Support to clients and partners
  • Offer configurations, troubleshooting, and best practices to clients
  • Oversee support cases to ensure issues are documented, monitored, resolved, and follow-ups are conducted promptly
  • Conduct fault isolation and root cause analysis for technical challenges
  • Create Technical Support Bulletins and other technical documentation for the Knowledge Base
  • Review technical documentation for training materials, marketing collateral, manuals, troubleshooting guides, etc.
  • Travel to client locations in critical situations to expedite resolutions as necessary

Required Qualifications

Your Expertise

  • Proficiency with Remote Access VPN solutions, IPSEC, PKI & SSL, DNS, DHCP, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
  • Mastery of LAN/WAN technologies, routing/switching protocols (LACP, ARP, BGP, OSPF), branch and DataCenter architectures
  • Familiarity with path quality monitoring and QoS (CoS, DSCP, latency, jitter, congestion, packet loss detection algorithms)
  • Strong capability to independently troubleshoot broad, complex, and unique networks with mixed media and protocols
  • Experience with Linux is advantageous (Debugging, etc.)
  • Familiarity with Cisco, Checkpoint, Juniper (Netscreen), Fortinet, and Palo Alto Networks products is beneficial
  • Working knowledge of network security services (IDS/IPS, firewalls, etc.) is a plus
  • Basic understanding of API concepts is an advantage
  • Basic knowledge of FWAAS or SASE solutions is a plus (Prisma Access, FortiGate, Cisco Umbrella, etc.)
  • Exceptional written and verbal communication skills
  • Bachelor's degree or equivalent experience or military experience required

Additional Insights

The Team

Our technical support team is vital to our success and mission. As a member of this team, you facilitate customer success by providing support to clients after they have acquired our products. Our commitment to our customers does not cease upon signing – it merely evolves. Our technical team delivers the essential support needed to meet our clients' requirements. As threats and technology progress, we adapt to fulfill our mission. You will be involved in implementing new products, transitioning from legacy products to new solutions, and addressing integrations and critical issues as they arise – proactively seeking them out to ensure our clients receive optimal support. We identify and resolve technical challenges, with a focused aim of delivering the best customer support in the industry.

We are a rapidly growing, highly successful organization due to our people and products (developed and supported by our team). We operate on the frontlines against cyber threats and attacks, safeguarding everyday transactions in the digital landscape. This means we excel at swiftly adapting to new threats, derive satisfaction from resolving new challenges, and approach problems with a unique perspective.

Our Dedication

We are pioneers who dream big, take calculated risks, and challenge the existing norms of cybersecurity. It is straightforward: we cannot achieve our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities.

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.

All your information will be kept confidential according to EEO guidelines.

Immigration Sponsorship Eligibility: No. Please note that we will not sponsor applicants for work visas for this position.

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