Senior Technical Support Engineer
Palo Alto Networks
- Comunidad de Madrid
- Permanente
- Tiempo completo
- Provide Tier 3 level Technical Support to customers and partners
- Provide configurations, troubleshooting and best practices to customers
- Managing 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
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Occasionally participation in on-call duties
- Assist in developing and documenting threat specific escalation processes
- Internal Tool Development
- Technical Case Audits - Identify educational opportunities
- Excellent written and verbal communication skills
- Fluent knowledge of English - Knowledge of any other major European language will be an advantage
- Previous experience in a Technical Support environment is required
- Wireshark/TCPDump packet capture troubleshooting - specifically with HTTP/SSL/SMB
- Linux familiarity
- Technical skills - expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
- Virtualization experience (vsphere, virtualbox, hyper-v, etc)
- 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
- Virtualization experience in one or multiple public (AWS, Azure, GCP, OCI and Alibaba Cloud) and private (VMware vSphere ESXi, vCenter, NSX-T, KVM, Windows Hyper-V, Nutanix) cloud services. Experience with containers (e.g. Docker, podman) and container orchestration (Kubernetes) is considered a plus. Understanding of general virtualization concepts on compute, storage and networking.