Sr Technical Support Engineer, Cortex Xsiam - Madrid, España - Palo Alto Networks

Palo Alto Networks

Empresa verificada

Madrid, España

hace 1 semana

Publicado por:

Isabel García

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Descripción

Company Description

Our Mission
At Palo Alto Networks, our mission is the cornerstone of everything we do:
To be the chosen cybersecurity partner, safeguarding our digital way of life.

We envision a world where each day is safer and more secure than the one before. These are ambitious goals that demand more than the ordinary, and we embrace that challenge.

We stand on a foundation of innovation and disruption, seeking individuals who share our commitment to shaping the future of cybersecurity.

We're redefining work itself.

Palo Alto Networks is adapting to the needs of our employees now and in the future through FLEXWORK, our progressive approach to work.

From benefits to learning, location to leadership, we've reinvented every aspect of the employee experience at Palo Alto Networks. FLEXWORK revolves around each employee, empowering them to push boundaries and evolve together with us.

Job Description:

Your Career
As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns.

Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results.

Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity.

Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.

Your Impact

Offer technical support to customers and partners.
Effectively manage support cases from recording to resolution, including timely followups.
Conduct fault isolation and root cause analysis for technical issues.
Author Technical Support Bulletins and other technical documentation in the Knowledge Base.
Review technical content for training, marketing, manuals, and troubleshooting guides.
Travel to customer sites for critical situations, expediting resolutions as needed.
Provide configurations, troubleshooting, and best practices to customers.
Collaborate with the Engineering team to influence product operability.
Participate in weekend oncall rotation and provide afterhours support as required.
Communicate complex technical issues effectively to internal and external stakeholders.

Qualifications:

Your Experience

Analytical troubleshooting skills in Linux, displaying problemsolving abilities.
Strong proficiency in software and infrastructure troubleshooting, testing, and debugging.
Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch advantageous).
Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards.
Exposure to SIEM, vulnerability management tools, and firewalls
Experience working in a collaborative, 24x7 uptime environment with oncall responsibilities.
Comfortable collaborating across diverse crossfunctional teams with open communication.
Previous experience in a customerfacing technical support role (Support Engineer) advantageous.
Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous).
A bachelor's degree in computer science or related discipline (advantageous).

Additional Information

The Team
Our technical support team is critical to our success and mission.

As part of this team, you enable customer success by providing support to clients after they have purchased our products.

Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported.

We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.