Senior Technical Support Engineer Madrid, Spain
hace 1 semana
Our MissionAt Palo Alto Networks everything starts and ends with our mission: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.Our Approach to WorkWe lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyondAt Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective.Your CareerIn this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in the call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development, Sales, Q/A, and Marketing to build a positive customer experience.Your ImpactProvide Tier 3 level Technical Support to customers and partnersProvide configurations, troubleshooting, and best practices to customersManage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Occasionally participate in on-call dutiesAssist in developing and documenting threat-specific escalation processesInternal Tool DevelopmentPerform Senior Engineer due diligence with respect to Malware or Exploit analysisDevelop and deliver threat-specific training materials to the TAC organizationWork directly with ETAC, PanAV, DevOps, and Software Engineering to get customer problems resolvedTechnical Case Audits - Identify educational opportunitiesYour ExperienceExcellent written and verbal communication skillsFluent knowledge of English - Knowledge of any other major European language will be an advantagePrevious experience in a Technical Support environment is requiredExpert level knowledge of the threat landscape, technologies, and techniques - knowledge of malware and exploit behaviors, zero trust network modelSecurity role experience, such as handling of malware responsesWireshark/TCPDump packet capture troubleshooting – specifically with HTTP/SSL/SMBLinux familiarityWindows OS functionality (debugging, how applications make calls, registry editing)Expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/preventionHigh level knowledge in regular expressions and evasion/obfuscation techniques, URL filteringNice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearanceStrong knowledge of TCP/IPSolid 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 advantageExperience with Cisco security products, Checkpoint, Juniper, Fortinet is a plusExperience with Authentication Protocols (Radius / TACACS) is a plusStrong ability to independently debug broad, complex, and unique networks with mixed media and protocols is requiredThe TeamOur Technical Support team is critical to our success and mission. As part of this team, you 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.Our CommitmentWe’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.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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