Senior Network Security Support Engineer - Platinum

JR Spain; Murcia; Presencial; EUR 35.000 - 55.000; Jornada completa

Descripción de la vacante

A leading cybersecurity firm is searching for a Platinum Support Engineer in Murcia to assist high-profile clients with post-sales support issues. This role involves diagnosing complex networking problems, ensuring customer satisfaction, and working directly with technical teams to provide solutions. Candidates should hold a Bachelor's degree and possess strong communication skills, along with substantial experience in network security and vendor-specific support.

Formación

• Experience with TCP/IP and network debugging.
• In-depth routing and switching knowledge.
• Excellent communication skills.

Responsabilidades

• Meet response SLAs for Platinum Support customers.
• Handle support cases, ensuring timely resolution.
• Collaborate with various departments to enhance customer experience.

Conocimientos

TCP/IP and network debugging

Routing and switching (OSPF, BGP, VLAN, STP)

Security experience (IPSEC, SSL-VPN)

Vendor support experience (Cisco, Checkpoint, Juniper, Fortinet)

Communication skills

Educación

Bachelor’s degree or military experience

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 challenging, but we are committed to innovation and disruption in cybersecurity.

We are evolving our work environment through FLEXWORK, offering benefits, learning opportunities, and flexible locations tailored to individual needs, 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 resolve complex post-sales issues, requiring in-depth analysis of multiple factors. You will need to be a critical thinker, capable of understanding technical methods and explaining complex issues to both technical and non-technical audiences.

Customers purchasing our Platinum Service manage critical infrastructures and require guaranteed response times and enhanced support for mission-critical systems. This role represents a premium support level for our high-profile clients.

Your Impact

• Meet response SLAs 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 work with ETAC and Engineering for resolution
• Understand software release and bug cycles
• Conduct multi-vendor troubleshooting
• Engage with organizational and executive stakeholders
• Publish technical support bulletins and documentation
• Collaborate with various departments to build a positive customer experience
• Review user documentation and training materials
• Travel to customer sites as needed for critical situations

This position follows a 9 am - 6 pm shift.

Qualifications

• Experience with TCP/IP and network debugging
• In-depth routing and switching knowledge (OSPF, BGP, VLAN, STP)
• Security experience (IPSEC, SSL-VPN, NAT, GRE)
• Support experience with vendors like Cisco, Checkpoint, Juniper, Fortinet
• Bachelor’s degree or military experience
• Excellent communication skills
• Experience with authentication protocols (Radius, TACACS) is a plus

Additional Information

Our technical support team is vital to our success, enabling customer success through ongoing support, product implementation, and critical issue resolution. We are committed to innovation, diversity, and maintaining the highest support standards.

All information will be kept confidential according to EEO guidelines. COVID-19 vaccination requirements vary by country, and accommodations are available where applicable.