Senior Technical Support Engineer

hace 2 semanas

Madrid, Madrid, España Palo Alto Networks A tiempo completo

About the Role

Palo Alto Networks is seeking a highly skilled Senior Technical Support Engineer to join our team. As a key member of our Technical Support team, you will provide post-sales technical support to our End User Customers via phone, email, and web.

Your Responsibilities

  • Provide Tier 3 level technical support to customers and partners
  • Configure, troubleshoot, and provide best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
  • Perform fault isolation and root cause analysis for technical issues
  • Publish technical support bulletins and other technical documentation in the knowledge base
  • Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Occasionally participate in on-call duties
  • Assist in developing and documenting threat-specific escalation processes
  • Internal tool development
  • Perform senior engineer due diligence with respect to malware or exploit analysis
  • Develop and deliver threat-specific training materials to the TAC organization
  • Work directly with ETAC, PanAV, DevOps, and Software Engineering to resolve customer problems
  • Technical case audits - identify educational opportunities

Requirements

  • Excellent written and verbal communication skills
  • Fluent knowledge of English - knowledge of any other major European language is an advantage
  • Previous experience in a technical support environment is required
  • Expert-level knowledge of the threat landscape, technologies, and techniques - knowledge of malware and exploit behaviors, zero-trust network model
  • Security role experience, such as handling malware responses
  • Wireshark/TCPDump packet capture troubleshooting - specifically with HTTP/SSL/SMB
  • Linux familiarity
  • Windows OS functionality (debugging, how applications make calls, registry editing)
  • Technical skills - expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
  • Technical skills - high-level knowledge in regular expressions and evasion/obfuscation techniques, URL filtering
  • Nice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearance
  • Strong knowledge of TCP/IP
  • Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)
  • Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
  • Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantage
  • Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plus
  • Experience with Authentication Protocols (Radius /TACACS) is a plus
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required

About Us

Palo Alto Networks is a leader in the cybersecurity industry, and our Technical Support team is critical to our success. As a member of this team, you will enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at .

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.

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