Senior Technical Support Engineer, Platinum

hace 4 horas

Madrid, Madrid, España Palo Alto Networks A tiempo completo

Job Summary

We are seeking a highly skilled Cybersecurity Support Engineer, Platinum to join our team at Palo Alto Networks. As a key member of our technical support team, you will provide post-sales technical support, configurations, troubleshooting, and standard methodologies to our valued customers via phone, email, and web.

About the Role

As a Cybersecurity Support Engineer, Platinum, you will be responsible for handling support cases, ensuring issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner. You will also use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues, work to reproduce customer issues and qualify critical issues, and collaborate with ETAC and Engineering to resolve customer issues.

Key Responsibilities

  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web
  • Meet enhanced response SLA's for customers who purchase our Platinum Support Offering
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  • Work to reproduce customer issues and qualify critical issues
  • Collaborate with ETAC and Engineering to resolve customer issues
  • Have a thorough understanding of software release and bug cycles
  • Conduct multi-vendor troubleshooting
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.

Requirements

We are looking for a highly skilled and experienced Cybersecurity Support Engineer, Platinum who has a strong background in TCP/IP, routing and switching, security, and authentication protocols. You should have excellent written and verbal communication skills and be able to work independently to debug complex networks with mixed media and protocols.

About Us

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

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