Job Summary

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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

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- 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, traini

📌 Senior Technical Support Engineer (Madrid)
🏢 Palo Alto Networks
📍 Madrid