Senior Technical Support Engineer – Focused Services

This is a fully remote position, open to applicants in Spain.

📋 Description

• Provide high-level technical support to premier customers through effective troubleshooting, configuration guidance, and the implementation of best practices.

• Manage support cases from start to finish, encompassing multi-vendor troubleshooting, fault isolation, root cause analysis, documentation, and ticket updates.

• Articulate technical solutions to both technical teams and executive stakeholders.

• Work collaboratively with Account, Sales, Marketing, Engineering, and QA teams to enhance customer experience and improve product quality.

• Facilitate Quarterly Business Reviews and Account Case Reviews, offering recommendations, release planning, and strategies for risk mitigation.

• Act as a subject matter expert on core technologies from Palo Alto Networks.

• Duplicate issues in lab environments, execute network simulations and performance tests, and identify product defects.

• Submit bug reports, create test plans, and assist in the enhancement of software and hardware quality.

• Conduct technical screenings, train and onboard new employees, and provide training on processes and tools.

• Write Technical Support Bulletins, training materials, and troubleshooting guides.

• Deliver prompt support in high-pressure situations and travel to customer locations as necessary.

• Collaborate with cross-functional teams to improve security posture and bolster cybersecurity resilience.

⛳️ Requirements

• Proficient in English and fluent in either German, Italian, or French.

• A minimum of 7 years' experience in network security.

• In-depth knowledge of TCP/IP and advanced LAN/WAN technologies.

• Expertise in routing and switching protocols, including BGP, OSPF, and EIGRP.

• Familiarity with branch and data center architectures.

• Extensive experience in troubleshooting Remote Access VPN solutions, such as IPSEC, PKI, and SSL technologies.

• Capability to independently diagnose complex networks that utilize a variety of media and protocols.

• Advanced understanding of packet flow throughout multiple OSI layers.

• Comprehensive knowledge of TCP, UDP, SNMP, IPv6, VLSM, CIDR, NAT, static routing, dynamic routing, and PAT.

• Proficiency in using Wireshark and GNS3.

• Strong understanding of LDAP, TACACS+, and RADIUS authentication protocols.

• Willingness to work outside of standard business hours as required by business demands.

• A Bachelor’s degree in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience, or equivalent military experience is required.

• Excellent skills in conveying technical concepts to executive-level and diverse audiences.

• Meticulous case management practices, including detailed documentation and timely updates.

• Immigration sponsorship is not available.

🏝️ Benefits

• Remote work flexibility.

• Travel to customer locations for urgent issue resolution.

• Reasonable accommodations for qualified individuals with disabilities.

• Commitment to equal opportunity employment.