Senior Cybersecurity Support Engineer - Customer Impact

Palo Alto Networks, Inc.; Madrid; On-site; EUR 70,000 - 110,000; Full time

Job summary

Palo Alto Networks in Madrid seeks a senior Technical Support Engineer to guide customers through complex post‑sales challenges in cybersecurity. You will analyze intricate issues, coordinate with cross‑functional teams, and articulate solutions to technical and non‑technical audiences.

You will act as a customer advocate, perform root cause analysis, plan upgrades, and contribute to best practices to strengthen customers’ security posture.

Qualifications

• 7+ years of network security experience.
• Fluent English; German or Italian or French is a plus.
• Strong understanding of TCP/IP, LAN/WAN, and routing protocols (BGP/OSPF/EIGRP).
• Experience with troubleshooting Remote Access VPN (IPSEC, PKI & SSL).
• Ability to discuss complex issues with technical and non‑technical audiences.

Responsibilities

• 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 root-cause analysis.
• Communicate technical solutions clearly to technical and executive stakeholders.
• Collaborate with cross-functional teams to improve customer experience and security posture.
• Lead QBRs and account reviews to align releases and risk mitigation.

Skills

TCP/IP

LAN/WAN

Routing protocols

VPN/IPSEC

Wireshark

GNS3

Executive communication

Multi-Vendor exposure

Networking tools

Problem solving

Education

BS in computer science, information technology, computer engineering, or related field

Tools

AWS

Azure

VMware

OpenStack

Job description

Palo Alto Networks in Madrid seeks a senior Technical Support Engineer to guide customers through complex post‑sales challenges in cybersecurity. You will analyze intricate issues, coordinate with cross‑functional teams, and articulate solutions to technical and non‑technical audiences.

You will act as a customer advocate, perform root cause analysis, plan upgrades, and contribute to best practices to strengthen customers’ security posture.