Senior Technical Support Specialist

hace 3 semanas

Madrid, Madrid, España Palo Alto Networks, Inc. A tiempo completo

Our Mission

Palo Alto Networks, Inc. is committed to being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a Member of Our Team

You will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few.

Your Career

As a Platinum Support Engineer, you will work firsthand with our valued Platinum customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

The Type of Customer

The type of customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers.

Your Impact

  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers.
  • 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 finished 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.
  • Work directly with ETAC and Engineering to get customer issues resolved.
  • Have a thorough understanding of software release and bug cycles.

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