Senior Cybersecurity Support Engineer - Remote

Palo Alto Networks; Málaga; Presencial; EUR 40.000 - 65.000; Jornada completa

Descripción de la vacante

Palo Alto Networks is seeking a dynamic Technical Support Engineer in Spain to join our team focused on post-sales customer success in cybersecurity. You will analyze complex technical challenges, coordinate with cross-functional teams, and provide tailored guidance to top-tier customers in fast-paced environments.

The role involves driving quarterly business reviews, sharing best practices, and maintaining strong relationships with customers while contributing to knowledge resources and

Responsabilidades

• Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation.
• Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system.
• Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility.
• Collaborate closely with cross-functional teams—including Account, Sales, and Marketing—to drive a seamless and positive customer experience while proactively addressing critical challenges.
• Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies to enhance security posture.
• Serve as a subject matter expert on Palo Alto Networks' core technologies, identifying product defects through lab replication, network simulation, and performance testing.
• Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle.
• Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training.
• Contribute to the organization's knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer-facing resources.

Descripción del empleo

Palo Alto Networks is seeking a dynamic Technical Support Engineer in Spain to join our team focused on post-sales customer success in cybersecurity. You will analyze complex technical challenges, coordinate with cross-functional teams, and provide tailored guidance to top-tier customers in fast-paced environments.

The role involves driving quarterly business reviews, sharing best practices, and maintaining strong relationships with customers while contributing to knowledge resources and