15011 - Assistente De Imagem Sr

Fidi; São Paulo; Ibrido; BRL 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

Palo Alto Networks in São Paulo, Brazil is seeking a dynamic Senior Technical Support Engineer to join our team. This hybrid role blends hands-on technical problem solving with customer advocacy and collaboration across regions.

In this role you will support Prisma Access and GlobalProtect, perform root cause analysis for complex incidents, and guide customers through deployment challenges while coordinating with cross-functional teams to improve security posture and service quality.

Mansioni

• Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
• Provide troubleshooting, fault isolation, and comprehensive Root Cause Analysis (RCA) for high-priority incidents in hybrid environments, including SD-WAN integrations and BGP peering.
• Perform deep-dive packet analysis (Wireshark) and log analysis to isolate and resolve broad, complex networking and security issues.
• Act as a designated technical point of contact and subject matter expert for premium enterprise accounts, ensuring SASE deployments align with best practices.
• Manage support cases to ensure issues are recorded, tracked, and resolved, and follow-ups, including corrective and preventative measures, are completed in

Descrizione del lavoro

**Our Mission**
At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.
**Who We Are**
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary

We are looking for a dynamic and proactive Senior Technical Support Engineer to join our team at our office in São Paulo, Brazil .

***It's understood that the Who We Are Section of this Job Posting indicates that this is a Remote role, but this is incorrect and we're working toward correcting it***

In this Hybrid role that requires 3 days/week onsite attendance at our São Paulo office, you will work closely with our valued customers to address their complex post-sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors.

As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise.
In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews.
You will develop an in-depth understanding of each customer's unique implementation and business objectives, proactively driving best practices to enhance their security posture.
Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance often in high-pressure situations, ensuring our customers feel supported every step of the way.

Key Responsibilities

• Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
• Provide troubleshooting, fault isolation, and comprehensive Root Cause Analysis (RCA) for high-priority incidents in hybrid environments, including SD-WAN integrations and BGP peering.
• Perform deep-dive packet analysis (Wireshark) and log analysis to isolate and resolve broad, complex networking and security issues.
• Act as a designated technical point of contact and subject matter expert for premium enterprise accounts, ensuring SASE deployments align with best practices.
• Manage support cases to ensure issues are recorded, tracked, and resolved, and follow-ups, including corrective and preventative measures, are completed in