Senior Technical Support Engineer (Focused Services)

Palo Alto Networks; España; Presencial; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare options

On-site gym and wellness

Professional development

Equity grants and ESPP

Flexible time off

Descripción de la vacante

Palo Alto Networks seeks a proactive Technical Support Engineer to partner with top-tier customers and resolve complex post-sales challenges. You will analyze situations deeply, communicate technical issues clearly, and own cases from start to finish.

Responsibilities include expert troubleshooting, quarterly business reviews, and collaboration with engineering to improve product quality. Strong documentation and high-pressure problem-solving are essential.

Formación

• Extensive experience troubleshooting VPN solutions (Remote Access VPN, IPsec, PKI, SSL).
• Strong ability to articulate complex technical issues to technical and non-technical audiences.
• Proven track record owning support cases from initiation to resolution.

Responsabilidades

• Deliver expert-level technical assistance to top-tier customers with in-depth troubleshooting and guidance.
• Own and manage support cases end-to-end, including multi-vendor troubleshooting and RCA.
• Collaborate with Engineering and QA to file bug reports and improve software/hardware quality.
• Foster trusted advisor relationships with executive stakeholders and customers.

Conocimientos

Analytical thinking

Customer advocacy

Technical communication

Cross-functional collaboration

Problem solving

Ownership of cases

Educación

BS in computer science or related field

Herramientas

Wireshark

GNS3

Python

Shell scripting

Descripción del empleo

• In this role, you will work closely with our valued customers to address their complex post-sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors


• As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise


• In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. You will develop an in-depth understanding of each customer’s unique implementation and business objectives, proactively driving best practices to enhance their security posture


• Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance—often in high-pressure situations—to ensure customers maintain a secure and resilient environment


• 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


• Provide rapid, high-quality support in high-pressure situations, traveling to customer sites to expedite critical issue resolution


• Engage in technical discussions with cross-functional teams to drive transparency, optimize security posture, and enhance cybersecurity resilience

Benefits

• Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans — including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more — are available to you and your family. Our providers offer the flexibility you want and the coverage you need


• Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness


• Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability


• Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact – on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000


• Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave


• Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day.

Life at Palo Alto Network

Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Technical Support Engineer to join our teamExtensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologiesStrong grasp authentication protocols - LDAP, TACACS+, RadiusProficiency with network troubleshooting tools - Wireshark, GNS3In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PATFluent English and also fluent in German or Italian or FrenchExpertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g, BGP, OSPF, EIGRP), branch, and center architecturesMinimum of 7 years of network security experienceAbility to independently debug complex networks with mixed media and protocols with an advanced understanding of packet flow across multiple OSI layersVirtualization experience (AWS, Azure, VMWare, OpenStack)Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.)Experience with Python or Shell scripting a plusMulti-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention SystemsSkilled in engaging executive-level stakeholders with clear technical communicationProven track record of effectively communicating technical concepts to diverse audiences, including C-level executivesExcellent written and verbal communication skills - the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business termsConsistently maintains rigorous case management practices, ensuring thorough documentation and timely updatesWillingness to work outside of normal business hours (As business needs dictate)BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience or equivalent military experience required