Senior Technical Support Engineer

hace 1 semana

Madrid, Madrid, España Palo Alto Networks A tiempo completo

About the Role

We are seeking a highly skilled Senior 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 providing exceptional support to our customers, ensuring their success with our products and services.

Key Responsibilities

  • Provide Tier 3 level technical support to customers and partners, including configuration, troubleshooting, and best practices.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
  • Provide fault isolation and root cause analysis for technical issues, and 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.
  • Participate in on-call duties and assist in developing and documenting threat-specific escalation processes.
  • Internal tool development, senior engineer due diligence with respect to malware or exploit analysis, and developing and delivering threat-specific training materials to the TAC organization.
  • Work directly with ETAC, PanAV, DevOps, and Software Engineering to resolve customer problems and conduct technical case audits to identify educational opportunities.

Requirements

  • Excellent written and verbal communication skills.
  • Fluent knowledge of English, with knowledge of any other major European language an advantage.
  • Previous experience in a technical support environment is required.
  • Expert-level knowledge of the threat landscape, technologies, and techniques, including malware and exploit behaviors, zero-trust network model, security role experience, and Wireshark/TCPDump packet capture troubleshooting.
  • Linux familiarity, Windows OS functionality, expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention, high-level knowledge in regular expressions and evasion/obfuscation techniques, URL filtering, and strong knowledge of TCP/IPS.
  • 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), and experience with Cisco security products, Checkpoint, Juniper, Fortinet.
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required.

About Us

Palo Alto Networks is a trailblazer that dreams big, takes risks, and challenges cybersecurity's status quo. We're 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.

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.

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