Senior Technical Support Engineer

hace 2 meses

Madrid, Madrid, España Palo Alto Networks A tiempo completo

About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Palo Alto Networks. As a Technical Support Engineer, you will be responsible for providing technical support to our valued customers, addressing their complex post-sales concerns, and working closely with our engineering team to resolve technical issues.

Key Responsibilities

  • Provide technical support to customers via phone, email, and chat, resolving complex technical issues related to WAN architectures and network issues.
  • Replicate customer environments and network issues to provide fault isolation and root cause analysis for technical issues.
  • Collaborate with engineering teams to provide technical expertise and guidance during testing and deployment of SD-WAN systems.
  • Manage critical customer issues, facilitating communication between customers, account teams, and engineering.
  • Publish technical support bulletins and other technical documentation in the Knowledge Base.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
  • Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

Requirements

  • Ability to effectively communicate complex technical issues to all levels and stakeholders.
  • Experience supporting enterprise customers with complex LAN/WAN environments.
  • Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (BGP, OSPF, EIGRP), branch and DataCenter Architectures.
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL.
  • Ability to independently debug broad, complex, and unique networks with mixed media and protocols.
  • Experience with SD-WAN, virtualization, or cloud technologies is a plus.
  • Experience with Palo Alto Networks, Cisco, Checkpoint, Juniper (Netscreen), or Fortinet products is a plus.
  • Ability to work independently, as well as contributing as a team player.

About Us

Palo Alto Networks is a leader in the cybersecurity industry, and we're committed to providing the best customer support in the industry. Our technical support team is critical to our success, and we're looking for talented individuals who share our passion for cybersecurity and customer support.

What We Offer

We offer a dynamic and collaborative work environment, competitive compensation and benefits, and opportunities for professional growth and development. If you're passionate about cybersecurity and customer support, we encourage you to apply for this exciting opportunity.

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