Senior Network Security Support Engineer - Platinum

JR Spain; Málaga; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

JR Spain is seeking a Platinum Support Engineer to provide expert technical support and solutions to valued Platinum customers. This role involves diagnosing complex post-sales issues, collaborating with teams, and ensuring customer satisfaction through effective communication and technical acumen. A Bachelor's degree and extensive experience in networking and support are required for this position, alongside familiarity with security protocols and vendor products.

Formación

• Experience in vendor technical support centers.
• Knowledge of authentication protocols (Radius / TACACS) is a plus.

Responsabilidades

• Meet response SLA’s for Platinum Support customers.
• Handle support cases, ensuring timely resolution and follow-up.
• Collaborate with ETAC and Engineering to resolve issues.

Conocimientos

TCP/IP and complex network debugging

Routing and switching (OSPF, BGP)

Security protocols (IPSEC, SSL-VPN)

Excellent communication skills

Educación

Bachelor’s degree or equivalent military experience

Herramientas

Cisco products

Checkpoint products

Juniper products

Fortinet products

Descripción del empleo

Company Description

Our Mission

At Palo Alto Networks, everything starts and ends with our mission: being the cybersecurity partner of choice, protecting our digital way of life. We envision a world where each day is safer and more secure than the one before. Our goals are ambitious, and we are committed to challenging and disrupting the status quo. We value innovators who are dedicated to shaping the future of cybersecurity.

We are evolving our approach to work through FLEXWORK, which rethinks every aspect of the employee experience, empowering employees to push boundaries and evolve together.

Job Description

Your Career

As a Platinum Support Engineer, you will work directly with our valued Platinum customers to address complex post-sales issues, requiring in-depth evaluation and analysis. You will be a critical thinker, capable of understanding technical methods, techniques, and evaluation criteria, and able to communicate complex issues to both technical and non-technical audiences.

Our Platinum Service targets customers managing critical infrastructures, requiring guaranteed response times and enhanced support for mission-critical systems. This role is key to providing a differentiated support experience for our high-profile customers.

Your Impact

• Meet response SLA’s for Platinum Support customers
• Handle support cases, ensuring timely resolution and follow-up
• Use fault isolation and root cause analysis to diagnose issues
• Reproduce customer issues and qualify critical problems
• Collaborate with ETAC and Engineering to resolve issues
• Understand software release and bug cycles
• Conduct multi-vendor troubleshooting
• Publish technical support bulletins and documentation
• Build positive customer experiences through collaboration
• Review user documentation and training materials
• Travel to customer sites as needed in critical situations

This position is on a 9 am - 6 pm shift.

Qualifications

• Experience with TCP/IP and complex network debugging
• In-depth knowledge of routing and switching (OSPF, BGP, VLAN, STP)
• Experience with security protocols (IPSEC, SSL-VPN, NAT, GRE)
• Previous experience in vendor technical support centers
• Knowledge of authentication protocols (Radius / TACACS) is a plus
• Excellent communication skills
• Experience with Cisco, Checkpoint, Juniper, Fortinet products is a plus
• Bachelor’s degree or equivalent military experience

Additional Information

Our technical support team plays a critical role in enabling customer success, implementing new products, and resolving critical issues. We are committed to innovation and diversity, which are essential to our mission.

All information will be kept confidential according to EEO guidelines.

Covid-19 Vaccination Policy

Vaccine requirements vary by country. Vaccination or a reasonable accommodation is required unless legally exempted.