Palo Alto Networks is hiring a
Technical Support Engineer
Palo Alto Networks
π΅ ~$100k-$151k
πRemote - Spain
Please let Palo Alto Networks know you found this job on JobsCollider. Thanks! π
Summary
Join our team at Palo Alto Networks and contribute to shaping the future of cybersecurity. As a Technical Support Engineer, you will provide post-sales technical support to EMEA-based customers via phone, email, and web, working with various teams to build positive customer experience.
Requirements
- 5+ years of experience in a Technical Support environment is required
- Wireshark/TCPDump packet capture troubleshooting β specifically with HTTP/SSL/SMB
- Expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
- Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
- Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP, etc)
- Virtualization experience in one or multiple public (AWS, Azure, GCP, OCI and Alibaba Cloud) and private (VMware vSphere ESXi, vCenter, NSX-T, KVM, Windows Hyper-V, Nutanix) cloud services
- Understanding of general virtualization concepts on compute, storage and networking
- Familiarity with Linux
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
- Excellent written and verbal communication skills
- Flexibility to work shift hours as required to support EMEA-based customers, including afternoons, evenings, and weekends
Responsibilities
- Provide Tier 3 level Technical Support to customers and partners in EMEA
- Provide configurations, troubleshooting and best practices to customers
- Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc
- Occasionally participation in on-call duties
- Assist in developing and documenting threat specific escalation processes
- Internal Tool Development
- Technical Case Audits - Identify educational opportunities
Preferred Qualifications
- Programming experience, shell/perl/python scripting, and understanding of malnets
- Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS)
- Experience with Cisco security products, Checkpoint, Juniper, Fortinet
- Knowledge of Authentication Protocols (Radius /TACACS)
- Experience with containers (e.g. Docker, podman) and container orchestration (Kubernetes)
Benefits
FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
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Please let Palo Alto Networks know you found this job on JobsCollider. Thanks! π