Senior Technical Support Engineer - Focused Services (wiith either German, French, Italian)

Palo Alto Networks; Madrid; Híbrido; EUR 45.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Diverse work environment

Reasonable accommodations for individuals with disabilities

Descripción de la vacante

Palo Alto Networks in Madrid is seeking a dynamic Technical Support Engineer to provide expert assistance to customers tackling complex post-sales challenges. You will manage support cases, deliver solutions, and collaborate with cross-functional teams to enhance customer experiences. Ideal candidates will possess strong technical skills in network security, have a BS in a related field, and excel in communication and case management. The role requires fluency in English and an additional language, with potential for hybrid work adjustments.

Formación

• Fluent in English and another language (German, Italian, or French).
• Minimum 7 years of network security experience required.
• Expertise in TCP/IP, LAN/WAN technologies, and routing protocols.

Responsabilidades

• Deliver expert-level technical assistance to customers.
• Take ownership of support cases from initiation to resolution.
• Act as a trusted advisor and communicate solutions effectively.

Conocimientos

Fluent English

Fluent in German, Italian, or French

Network Security Expertise

TCP/IP, LAN/WAN technologies

Remote Access VPN solutions

Network troubleshooting tools (Wireshark, GNS3)

Strong communication skills

Case management practices

Educación

BS in computer science or related field

Equivalent military experience

Herramientas

Python or Shell scripting

Multi-vendor exposure (Palo Alto, Cisco, etc.)

Virtualization tools (AWS, Azure, VMWare)

Descripción del empleo

Job Summary

We are looking for a dynamic and proactive Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post‑sales challenges, providing deep and comprehensive analysis and solutions.

Responsibilities

• 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.
• Serve as a subject matter expert on company 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 knowledge base by authoring technical support bulletins, training materials, and troubleshooting guides.
• 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.

Qualifications

• Fluent English and fluent in German, Italian, or French.
• Minimum 7 years of network security experience.
• Expertise in TCP/IP, LAN/WAN technologies, routing/switching, routing protocols (BGP, OSPF, EIGRP), branch, and center architectures.
• Extensive experience troubleshooting Remote Access VPN solutions, including IPSEC, PKI & SSL technologies.
• Advanced understanding of packet flow across multiple OSI layers and ability to debug complex networks with mixed media and protocols.
• In‑depth knowledge of networking operations—TCP/UDP, SNMP, IPv6, VLSM, CIDR, and NAT (static, dynamic, PAT).
• Proficiency with network troubleshooting tools—Wireshark, GNS3.
• Strong grasp of authentication protocols—LDAP, TACACS+, Radius.
• Proven ability to engage executive‑level stakeholders with clear technical communication.
• Excellent written and verbal communication skills, explaining technical issues in business terms.
• Consistently maintain rigorous case management practices, ensuring thorough documentation and timely updates.
• Willingness to work outside normal business hours as needed.
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related field, or equivalent military experience required.
• Plus skills:
  • Virtualization experience (AWS, Azure, VMWare, OpenStack)
  • Experience with Windows, macOS, and Linux (debugging, editing registries, plist, etc.)
  • Python or Shell scripting experience
  • Multi‑vendor exposure—Cisco Advanced Security Appliances, Palo Alto Next‑Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and IDS/IPS systems

Commitment

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for immigration sponsorship? No. We do not sponsor applicants for work visas for this position.