Senior Technical Support Engineer, Cybersecurity Solutions

hace 2 días

Guadalajara, Jalisco, México Palo Alto Research Center 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 cybersecurity team, you will play a critical role in providing technical support to our valued customers and partners.

Key Responsibilities
  • Provide technical support to customers and partners, including troubleshooting and resolving complex technical issues.
  • Effectively manage support cases from recording to resolution, including timely follow-ups and communication with customers.
  • Conduct fault isolation and root cause analysis for technical issues, utilizing critical thinking and analytical skills.
  • Author technical support bulletins and other technical documentation in our knowledge base, ensuring accurate and up-to-date information.
  • Review technical content for training, marketing, manuals, and troubleshooting guides, ensuring consistency and accuracy.
  • Travel to customer sites for critical situations, expediting resolutions as needed and providing on-site support.
  • Provide configurations, troubleshooting, and best practices to customers, ensuring they have the necessary tools and knowledge to resolve issues.
  • Collaborate with our Engineering team to influence product operability and ensure seamless integration with our solutions.
  • Participate in weekend on-call rotation and provide after-hours support as required, ensuring 24/7 coverage for our customers.
  • Communicate complex technical issues effectively to internal and external stakeholders, including customers, partners, and colleagues.
Requirements
  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications, including installation, troubleshooting, debugging, and deployment tools.
  • Analytical troubleshooting skills in Linux, with the ability to display problem-solving abilities and critical thinking.
  • Strong proficiency in software and infrastructure troubleshooting, testing, and debugging, including experience with diverse, complex environments.
  • Independent troubleshooting ability in mixed applications and protocols, with a strong understanding of Internet-based technologies.
  • Familiarity with IP network technologies and performance monitoring/troubleshooting software tools, including Datadog and Cloud Watch.
  • Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards, as well as experience with SIEM, vulnerability management tools, and firewalls.
  • Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities, including comfortable collaboration across diverse cross-functional teams.
  • Previous experience in a customer-facing technical support role, with a fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
  • Basic scripting knowledge in JS, Python, PowerShell, SQL, XDL, or SPL for troubleshooting playbooks and extracting data from various datasets.
  • A bachelor's degree in computer science or a related discipline, or equivalent military experience.
About Us

Palo Alto Networks is a trailblazer in the cybersecurity industry, committed to shaping the future of cybersecurity and protecting our digital way of life. We celebrate diversity in our workplace and are an equal opportunity employer, committed to providing a safe and inclusive environment for all employees.

We are a company built on innovation, disruption, and a passion for cybersecurity. Our mission is to be the cybersecurity partner of choice, and we are seeking talented individuals who share our vision and values.

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