Senior Technical Support Engineer, Focused Services

JR Spain; Barcelona; Presencial; EUR 40.000 - 70.000; Jornada completa

Descripción de la vacante

An innovative cybersecurity company is looking for a Senior Technical Support Engineer in Barcelona. The role involves direct engagement with clients to resolve complex technical issues, focusing on customer satisfaction and service reliability. Candidates should have extensive experience in technical support, strong communication capabilities, and a background in networking protocols. Flexibility in work arrangements is provided, emphasizing both office collaboration and remote work.

Formación

• 8+ years of deep technical support experience with a customer focus.
• Excellent communication skills and ability to build relationships.
• Strong analytical skills for interpreting business requirements.

Responsabilidades

• Handle support cases ensuring issues are tracked and resolved.
• Use root cause analysis to diagnose technical issues.
• Collaborate with development, sales, and marketing teams.

Conocimientos

Technical Support

Networking Protocols

Communication Skills

Problem Solving

Educación

BSc/MS or equivalent

Descripción del empleo

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Senior Technical Support Engineer - Focused Services, Barcelona

Client:

Location:

Barcelona, Spain

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

51963616601885900832460

Job Views:

2

Posted:

23.07.2025

Expiry Date:

06.09.2025

Job Description:

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. Our vision is a world where each day is safer and more secure than the one before. We are a company built on challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback — it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Job Description

Your Career

You will work directly with our valued customers to address their complex post-sales concerns, requiring an in-depth evaluation of situations or data. You are a critical thinker, understanding methods, techniques, and evaluation criteria to obtain results. You will regularly participate in technical discussions with cross-functional teams, promoting transparency that leads to better products and cybersecurity.

Your support helps clients maintain secure environments, often in high-pressure situations. Office-based employees are expected to work four days in the office and one day remotely, fostering collaboration and relationship building.

Your Impact

• Remote support, deployment, and knowledge transfer
• Handle support cases ensuring issues are recorded, tracked, resolved, and followed up in a timely manner
• Use fault isolation and root cause analysis to diagnose complex technical issues
• Reproduce customer issues and qualify critical issues
• Publish technical support bulletins and documentation
• Build positive customer experiences by collaborating with Development, Sales, and Marketing teams
• Review user documentation for training and marketing materials
• Travel to customer sites in case of critical issues
• Collaborate closely with Sales and Sales Engineering teams

Qualifications

• BSc/MS or equivalent experience, military experience also considered
• 8+ years of deep technical support experience with a customer focus
• Advanced certifications such as CCIE/JNCIE/CISSP are advantageous
• Excellent communication skills and relationship-building ability
• Ability to debug complex networks with diverse media and protocols
• Strong interpersonal, independent working, and team skills
• Self-disciplined, motivated, and ownership-driven
• Quick learner of new technology stacks
• Strong project, time, and organizational skills
• Excellent analytical skills for interpreting business requirements
• Profound knowledge of networking protocols (TCP/IP, BGP4, OSPF, ISIS, Multicast, VOIP)
• Expertise in Ethernet LAN switching protocols and standards (VLANs, VLAN aggregation)
• Experience with security protocols (IPSEC, SSL-VPN, NAT, GRE)
• Previous experience in vendor technical support centers
• Experience with authentication protocols (Radius/TACACS) is a plus
• Strong background in deploying and troubleshooting multi-vendor firewall environments (Cisco, Checkpoint, Juniper, Fortinet), including Palo Alto Networks firewalls and VM-Series