ph3Job Summary /h3 pWe 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. /p h3Responsibilities /h3 ul liDeliver 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. /li liTake 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. /li liAct as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility. /li liCollaborate closely with cross‑functional teams—including Account, Sales, and Marketing—to drive a seamless and positive customer experience while proactively addressing critical challenges. /li liDrive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies. /li liServe as a subject matter expert on company core technologies, identifying product defects through lab replication, network simulation, and performance testing. /li liWork with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle. /li liFacilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training.



/li liContribute to knowledge base by authoring technical support bulletins, training materials, and troubleshooting guides. /li liProvide rapid, high‑quality support in high‑pressure situations, traveling to customer sites to expedite critical issue resolution. /li liEngage in technical discussions with cross‑functional teams to drive transparency, optimize security posture, and enhance cybersecurity resilience. /li /ul h3Qualifications /h3 ul liFluent English and fluent in German, Italian, or French. /li liMinimum 7 years of network security experience. /li liExpertise in TCP/IP, LAN/WAN technologies, routing/switching, routing protocols (BGP, OSPF, EIGRP), branch, and center architectures. /li liExtensive experience troubleshooting Remote Access VPN solutions, including IPSEC, PKI SSL technologies. /li liAdvanced understanding of packet flow across multiple OSI layers and ability to debug complex networks with mixed media and protocols. /li liIn‑depth knowledge of networking operations—TCP/UDP, SNMP, IPv6, VLSM, CIDR, and NAT (static, dynamic, PAT). /li liProficiency with network troubleshooting tools—Wireshark, GNS3. /li liStrong grasp of authentication protocols—LDAP, TACACS+, Radius. /li liProven ability to engage executive‑level stakeholders with clear technical communication. /li liExcellent written and verbal communication skills, explaining technical issues in business terms.



/li liConsistently maintain rigorous case management practices, ensuring thorough documentation and timely updates. /li liWillingness to work outside normal business hours as needed. /li liBS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related field, or equivalent military experience required. /li liPlus skills: ul liVirtualization experience (AWS, Azure, VMWare, OpenStack) /li liExperience with Windows, macOS, and Linux (debugging, editing registries, plist, etc.) /li liPython or Shell scripting experience /li liMulti‑vendor exposure—Cisco Advanced Security Appliances, Palo Alto Next‑Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and IDS/IPS systems /li /ul /li /ul h3Commitment /h3 pWe 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 . /p pPalo 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. /p pAll your information will be kept confidential according to EEO guidelines. /p pIs role eligible for immigration sponsorship? No. We do not sponsor applicants for work visas for this position. /p /p #J-18808-Ljbffr

📌 Senior Technical Support Engineer - Focused Services (wiith either German, French, Italian) (Madrid)
🏢 Palo Alto Networks
📍 Madrid