Senior Technical Support Specialist

24 godzin temu


Warszawa, Mazovia, Polska Palo Alto Networks Pełny etat

About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Palo Alto Networks. As a Technical Support Engineer, you will be responsible for providing technical support to our customers and partners, ensuring that they receive the highest level of service and support.

Key Responsibilities

  • Provide Tier 3 level technical support to customers and partners
  • Configure, troubleshoot, and provide best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
  • Perform fault isolation and root cause analysis for technical issues
  • Publish technical support bulletins and other technical documentation in the knowledge base
  • Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Participate in on-call duties
  • Assist in developing and documenting threat-specific escalation processes
  • Internal tool development
  • Technical case audits - Identify educational opportunities

Requirements

  • Excellent written and verbal communication skills
  • Fluent knowledge of English - Knowledge of any other major European language will be an advantage
  • Previous experience in a technical support environment is required
  • Wireshark/TCPDump packet capture troubleshooting - specifically with HTTP/SSL/SMB
  • Linux familiarity
  • Technical skills - expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
  • Virtualization experience (vsphere, virtualbox, hyper-v, etc)
  • Nice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearance
  • Strong knowledge of TCP/IP
  • Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)
  • Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
  • Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantage
  • Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plus
  • Experience with Authentication Protocols (Radius /TACACS) is a plus
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required

About Us

Palo Alto Networks is a leader in the cybersecurity industry, and we are committed to providing our customers with the highest level of service and support. Our team is dedicated to helping our customers succeed, and we are looking for talented individuals who share our passion for cybersecurity and customer support.

Why Join Us

We offer a dynamic and challenging work environment, with opportunities for professional growth and development. Our team is passionate about cybersecurity and customer support, and we are committed to making a difference in the world. If you are a motivated and talented individual who is passionate about cybersecurity and customer support, we encourage you to apply for this exciting opportunity.



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