Senior Technical Support Engineer – Focused Services

🕒 Maio 12

🇵🇱 Polônia – Remoto

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

👻 Score fantasma 55%

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Palo Alto Networks

SiteLinkedInTodas as Vagas

10.000+ funcionários

🔒 Cibersegurança

🏢 Corporativo

💰 $1.000.000 Seed Round - Morta Security em 2013-02

Cybersecurity • Enterprise

A Palo Alto Networks é uma empresa global de cibersegurança que fornece plataformas, produtos e serviços baseados em IA para proteger redes, workloads em nuvem, endpoints e aplicações. Seu portfólio inclui firewalls de próxima geração, ofertas SASE e Prisma Cloud (CNAPP), a suíte de operações de segurança Cortex (XDR, XSOAR, XSIAM) e os serviços de inteligência contra ameaças e resposta a incidentes da Unit 42. A Palo Alto Networks ajuda empresas a proteger implantações de IA, automatizar fluxos de trabalho SOC e prevenir, detectar e responder a ameaças sofisticadas em ambientes híbridos e multi-nuvem.

Descrição

• Deliver expert-level technical assistance to top-tier customers through troubleshooting, configuration guidance, and best-practice implementation • Own support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, root cause analysis, documentation, and ticket updates • Communicate technical solutions to technical and executive stakeholders • Collaborate with Account, Sales, Marketing, Engineering, and QA teams • Conduct Quarterly Business Reviews and Account Case Reviews • Provide tailored recommendations, release planning, and proactive risk mitigation • Serve as a subject matter expert on Palo Alto Networks core technologies • Identify product defects through lab replication, network simulation, and performance testing • File bug reports, develop test plans, and improve software and hardware quality • Facilitate hiring and onboarding through technical screenings and training • Author Technical Support Bulletins, training materials, and troubleshooting guides • Provide rapid support in high-pressure situations and travel to customer sites for critical issue resolution • Engage in technical discussions to improve workflows, security posture, and cybersecurity resilience

🎯 Requisitos

• Extensive background in network security, LAN/WAN technologies, general routing/switching, and routing protocols (BGP, OSPF, EIGRP), covering both branch and data center architectures • Hands-on expertise troubleshooting Remote Access VPN solutions, including IPsec, PKI, and SSL technologies • Ability to independently debug complex networks across mixed media and protocols with deep understanding of packet flow through OSI layers • In-depth knowledge of TCP/UDP, SNMP, IPv6, VLSM, CIDR, and Static/Dynamic/PAT NAT • Proficiency with Wireshark and GNS3 • Familiarity with LDAP, TACACS+, and RADIUS authentication protocols • Experience with Palo Alto Next-Generation Firewalls, Prisma Access, Cisco ASA, Cisco Firepower, Check Point Firewalls, Cisco Switches, and IDS/IPS systems • Experience with AWS, Azure, VMware, and OpenStack • Deep debugging and administration across Windows, macOS, and Linux • Python and Shell scripting skills • Ability to communicate complex technical issues and business impacts to technical teams and C-level executives • Rigorous case management, thorough documentation, and timely ticket updates • Flexibility and availability to support business needs outside standard operational hours • BS in Computer Science (or equivalent degree/experience) • Must be willing to travel to customer sites • No immigration sponsorship; applicants must not require work visa sponsorship for this position

🏖️ Benefícios

• Reasonable accommodations for qualified individuals with a disability or special need • Equal opportunity employment • Confidential handling of applicant information according to EEO guidelines

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