Senior Technical Support Engineer

hace 5 días

Guadalajara, Jalisco, México Palo Alto Networks, Inc. A tiempo completo
About the Role

We are seeking a highly skilled Senior Technical Support Engineer to join our team at Palo Alto Networks, Inc. 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 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 and root cause analysis
  • Conduct fault isolation and root cause analysis for technical issues, collaborating with cross-functional teams to resolve complex problems
  • Author technical support bulletins and other technical documentation in our knowledge base
  • Review and provide feedback on 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, ensuring they have the necessary tools and knowledge to succeed
  • Collaborate with the Engineering team to influence product operability and identify areas for improvement
  • Participate in weekend on-call rotation and provide after-hours support as required
  • Communicate complex technical issues effectively to internal and external stakeholders, ensuring seamless communication and resolution
Requirements
  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications, including installation, troubleshooting, debugging, and deployment tools (SCCM, GPO, AD, JAMF)
  • Strong analytical troubleshooting skills in Linux, with problem-solving abilities and a focus on root cause analysis
  • Proficiency in software and infrastructure troubleshooting, testing, and debugging, with a strong understanding of complex environments and mixed applications
  • 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)
  • Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
  • Exposure to SIEM, vulnerability management tools, and firewalls
  • 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)
  • 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
  • A bachelor's degree in computer science or related discipline or equivalent military experience
About Us

Palo Alto Networks is a leader in the cybersecurity industry, dedicated to protecting our digital way of life. 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.

We believe in the power of collaboration and value in-person interactions. Our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where they feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships.

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

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.

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