Senior Technical Support Specialist

hace 1 mes

Guadalajara, Jalisco, México Palo Alto Networks A tiempo completo

About the Role

Palo Alto Networks is seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical support to our valued customers, addressing their complex post-sales concerns, and working closely with our multi-functional teams to create an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity.

Key Responsibilities

  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via various communication channels.
  • Remote support, deployment, and knowledge transfer to ensure seamless customer experience.
  • 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 teams.
  • 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 are 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.

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