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Senior Technical Support Engineer - Focused Services

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Palo Alto Networks Italia

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Location:
Spain , Madrid

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Responsibility:

  • 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 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

Requirements:

  • Fluent English and also fluent in German or Italian or French
  • 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.g, BGP, OSPF, EIGRP), branch, and center architectures
  • 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
  • Strong grasp authentication protocols - LDAP, TACACS+, Radius
  • BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience or equivalent military experience required
  • Willingness to work outside of normal business hours (As business needs dictate)

Nice to have:

  • 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

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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