Senior Technical Support Engineer – Focused Services – German, French, Italian

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

📋 Description

• Provide expert-level technical support to high-profile clients, ensuring prompt resolution of intricate security challenges through comprehensive troubleshooting, configuration advice, and implementation of best practices.

• Assume full responsibility for support cases from start to finish, encompassing multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring thorough documentation and timely updates within the ticketing system.

• Serve as a trusted advisor by effectively conveying technical solutions to both technical and executive stakeholders, thereby building trust and credibility.

• Collaborate closely with cross-functional teams—including Account, Sales, and Marketing—to ensure a smooth and positive customer experience while proactively tackling critical issues.

• Foster ongoing customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, offering customized recommendations, release planning, and proactive risk mitigation strategies to bolster security posture.

• Act as a subject matter expert on Palo Alto Networks' core technologies, identifying product defects through lab replication, network simulation, and performance testing.

• Partner with Engineering and QA teams to submit bug reports, create test plans, and enhance software and hardware quality with each release cycle.

• Assist in hiring and onboarding by conducting technical screenings, training new employees on both technical and interpersonal skills, and ensuring readiness through process and tools training.

• Contribute to the organization's knowledge base by writing Technical Support Bulletins, training materials, and troubleshooting guides to improve internal and customer-facing resources.

• Deliver swift, high-quality support in high-pressure situations by traveling to customer locations to accelerate critical issue resolution.

• Participate in technical discussions with cross-functional teams to promote transparency, optimize security posture, and enhance cybersecurity resilience.

⛳️ Requirements

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

• At least 7 years of experience in network security.

• Strong knowledge of TCP/IP with advanced understanding of LAN/WAN technologies, including routing/switching and routing protocols (e.g., BGP, OSPF, EIGRP), as well as branch and center architectures.

• Extensive experience troubleshooting Remote Access VPN solutions, including IPSEC, PKI, and SSL technologies.

• Ability to independently debug complex networks utilizing mixed media and protocols, with a comprehensive understanding of packet flow across various OSI layers.

• Deep understanding of networking operations, including TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT—Static, Dynamic, and PAT.

• Proficient in using network troubleshooting tools such as Wireshark and GNS3.

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

• Experience with virtualization platforms (AWS, Azure, VMWare, OpenStack) is a plus.

• Familiarity with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.) is advantageous.

• Experience with Python or Shell scripting is a plus.

• Exposure to multiple vendors, including Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/Prevention Systems.

• Exceptional written and verbal communication skills, with the ability to clearly articulate technical issues to both technical and non-technical audiences while explaining the implications in business terms.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Pension plan.

• Opportunities for professional development.

• Flexible work arrangements.