IT Support Engineer, IT Services

Brightvision Capital Partners, LLC; Cádiz; Presencial; EUR 35.000 - 55.000; Jornada completa

Descripción de la vacante

A leading company in cybersecurity is seeking a Senior Technical Support Engineer to join their Customer Success team. This role focuses on providing high-level support to Platinum customers, resolving complex issues while collaborating with various teams to enhance the customer experience. Ideal candidates should have strong debugging skills and experience in a technical support environment.

Servicios

Flexible working opportunities

FLEXBenefits

Mental health resources

Personalized learning opportunities

Formación

• Ability to independently debug complex networks.
• Experience in vendor Technical Support Centers.
• Familiarity with relevant security products is a plus.

Responsabilidades

• Provide post-sales technical support via multiple channels.
• Reproduce customer issues and diagnose problems.
• Collaborate with various teams to enhance customer experience.

Conocimientos

Debugging complex networks

Technical Support experience

Communication

Herramientas

Cisco

Checkpoint

Juniper (NetScreen)

Fortinet

Descripción del empleo

Senior Technical Support Engineer - Platinum

Department: Customer Success & Support

At Palo Alto Networks, our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We are committed to innovation and disrupting the status quo in cybersecurity, seeking passionate individuals to join us in shaping the future of this field.

We value collaboration, innovation, and personal development. Our programs support diverse needs, including FLEXBenefits, mental and financial health resources, and personalized learning opportunities.

Our team believes in the power of in-person collaboration, with most employees working full-time from our offices with flexibility as needed. As a Platinum Support Engineer, you will work directly with our valued Platinum customers to resolve complex post-sales issues, requiring thorough analysis and effective communication with both technical and non-technical contacts.

Responsibilities include:

1. Providing post-sales technical support, configuration, troubleshooting, and standard methodologies via phone, email, and web.
2. Reproducing customer issues and qualifying critical problems.
3. Understanding software release and bug cycles.
4. Publishing Technical Support Bulletins and user documentation in the Knowledge Base.
5. Collaborating with Development, Sales, Quality Assurance, and Marketing to enhance customer experience.
6. Reviewing user documentation for training materials, technical collateral, manuals, and troubleshooting guides.

Requirements:

1. Ability to independently debug complex networks with mixed media and protocols.
2. Experience in similar vendor Technical Support Centers.
3. Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products is a plus.

Additional details:

• This position follows a 9am–6pm shift.
• We are dedicated to providing reasonable accommodations for individuals with disabilities. Please contact us at (emailprotected) for assistance.
• Palo Alto Networks is an equal opportunity employer, celebrating diversity and providing equal consideration for all qualified applicants.