Technical Support Engineer

hace 2 semanas

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 key member of our technical support team, you will play a critical role in ensuring the success of our customers by providing expert-level technical support and guidance.

Key Responsibilities
  • Provide technical support to customers and partners via phone, email, and remote access
  • Effectively manage support cases from recording to resolution, including timely follow-ups
  • Conduct fault isolation and root cause analysis for technical issues
  • Author Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review technical content for training, marketing, manuals, and troubleshooting guides
  • Travel to customer sites for critical situations, expediting resolutions as needed
  • Provide configurations, troubleshooting, and best practices to customers
  • Collaborate with the Engineering team to influence product operability
  • Participate in weekend on-call rotation and provide after-hours support as required
  • Communicate complex technical issues effectively to internal and external stakeholders
Requirements
  • 4+ years of experience as a Support Engineer
  • Excellent written and verbal communication skills
  • Strong customer advocacy skills and experience, ability to work in difficult customer situations
  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
  • Analytical troubleshooting skills in Linux, displaying problem-solving abilities
  • Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
  • Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
  • Familiarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing
  • Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
  • Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
  • Comfortable collaborating across diverse cross-functional teams with open communication
  • Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
  • Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
  • Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
  • Knowledge of Cloud infrastructure a plus
  • Experience in incident response is a plus
  • Experience with scripting is a plus
  • Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus
  • A bachelor's degree in computer science or related discipline (advantageous) or equivalent military experience required

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