Senior Cybersecurity Support Engineer

Palo Alto Networks; Madrid; Presencial; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Palo Alto Networks in Madrid is seeking a dynamic Technical Support Engineer to drive customer success in cybersecurity post-sales challenges, analyzing complex issues and delivering tailored solutions with clear communication to both technical and executive audiences.

You will own cases from start to finish, coordinate with cross-functional teams, and contribute to knowledge base and bug reporting while traveling to customer sites as needed.

Formación

• Minimum 7 years of network security experience.
• Expertise in TCP/IP and LAN/WAN technologies; routing protocols.
• Extensive experience with troubleshooting Remote Access VPN (IPsec, PKI & SSL).
• Ability to independently debug complex networks across OSI layers.
• In-depth knowledge of NAT, IPv6, VLSM, CIDR, and SNMP.
• Proficiency with network troubleshooting tools such as Wireshark and GNS3.
• Knowledge of LDAP, TACACS+, Radius.
• Nice-to-have: virtualization (AWS, Azure, VMWare, OpenStack), Windows/macOS/Linux, Python or Shell scripting, multi-vendor exposure.
• Excellent written and verbal communication, capable of engaging executive stakeholders.

Responsabilidades

• Deliver expert-level technical assistance to top-tier customers with in-depth troubleshooting and best-practice guidance.
• Own support cases end-to-end, including multi-vendor troubleshooting and thorough documentation in the ticketing system.
• Explain complex technical solutions to both technical and non-technical audiences and stakeholders.
• Collaborate with Account, Sales, and Marketing to ensure a seamless customer experience and address challenges proactively.
• Drive quarterly business reviews and account reviews with tailored recommendations and risk mitigation.
• Identify product defects through lab replication, testing, and coordinated bug reports with Eng/QA.
• Mentor new hires, contribute to knowledgeBase, and help improve internal resources.
• Provide rapid on-site or remote support as needed to resolve critical issues.

Conocimientos

Network security

TCP/IP

LAN/WAN

Routing protocols

VPN troubleshooting

Packet analysis

Executive communication

Educación

BS in computer science or related field

Herramientas

Wireshark

GNS3

AWS

Azure

VMware

OpenStack

Descripción del empleo

Palo Alto Networks in Madrid is seeking a dynamic Technical Support Engineer to drive customer success in cybersecurity post-sales challenges, analyzing complex issues and delivering tailored solutions with clear communication to both technical and executive audiences.

You will own cases from start to finish, coordinate with cross-functional teams, and contribute to knowledge base and bug reporting while traveling to customer sites as needed.