Senior Technical Support Specialist

hace 1 mes

Guadalajara, Jalisco, México 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 Technical Support Engineer, you will be responsible for providing technical support to our customers, addressing their complex post-sales concerns, and working closely with our valued customers to resolve their technical issues.

Key Responsibilities

  • Provide technical support to customers via phone, email, and web
  • Remote support, deployment, and knowledge transfer
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  • Work to reproduce customer issues and qualify critical issues
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
  • Travel may be required to customer sites in the event of a critical situation to expedite resolution
  • Work shoulder to shoulder with the Sales and Sales Engineering Teams

Requirements

  • BS/MS or equivalent experience or equivalent military experience required
  • 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience
  • Advanced certifications such as CCIE/JNCIE/CISSP - an advantage
  • Excellent written and spoken communication skills, strength with establishing relationships
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
  • Excellent interpersonal skills and the ability to work well independently and in a team
  • Self-disciplined, self-managed, self-motivated, and strong sense of ownership, urgency, and drive
  • Passionate to learn, understand, and dissect new technology stack quickly on own
  • Strong project management, time management, and organizational skills
  • Strong analytical skills for interpreting business requirements and translating them into technical specifications
  • Profound knowledge in networking protocols such as - TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP
  • Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE)
  • Prior experience in similar vendor Technical Support Centers
  • Experience with Authentication Protocols a plus (Radius / TACACS)
  • Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments - PANW firewalls and VM-Series - A plus
  • Excellent problem-solving, critical thinking, communication, and teamwork skills
  • Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business

About Us

Palo Alto Networks is a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

We're a 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.

We are 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 at .

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.

Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.

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