Apply for Senior Technical Support Engineer, Focused Services DE at Palo Alto Networks in Madrid, MD, ES. This Full time on site position offers great opportunities for career growth. Madrid, Spain General Customer Services Ref ID: JR-019732 Our Mission At Palo Alto Networks®, we're united by a shared mission—to protect our digital way of life.

We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.

That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Are you passionate about driving customer success in the cybersecurity industry?

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, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise.

In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance—often in high-pressure situations—to ensure customers maintain a secure and resilient environment.

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. 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 to enhance security posture. Serve as a subject matter expert on Palo Alto Networks' 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 the organization's knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer-facing resources. 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.



Minimum of 7 years of network security experience Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies Ability to independently debug complex networks with mixed media and protocols with an advanced understanding of packet flow across multiple OSI layers In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT Proficiency with network troubleshooting tools - Wireshark, GNS3 Virtualization experience (AWS, Azure, VMWare, OpenStack) Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.) Experience with Python or Shell scripting a plus Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems Skilled in engaging executive-level stakeholders with clear technical communication. Willingness to work outside of normal business hours (As business needs dictate) BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience or equivalent military experience required 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 [email protected] 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. Please note that we will not sponsor applicants for work visas for this position.

📌 Senior Technical Support Engineer, Focused Services De At Palo Alto Networks (Madrid)
🏢 Palo Alto Networks
📍 Madrid