Spanish speaking - Remote Support Engineer

At Palo Alto Networks® everything starts and ends with our mission :

Being the cybersecurity partner of choice, protecting our digital way of life.

We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

We take our mission of protecting the digital way of life seriously. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. As a member of our team, you will be shaping the future of cybersecurity. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

As part of the global Cortex XSIAM support team, you will serve our customer base by providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.

Our methodology is first class support. We’ve been recognized for it as an industry leader and we’re dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’re close to the deployment of cybersecurity solutions – and we need you to recognize risks before they arise. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.  Respond to user-reported issues in adherence to established Service Level Agreements

Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions

Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix

Previous experience with Endpoint Security software is required

Experience in creating custom collections and data parsing

Experience with strong communication and customer service skills

Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols

Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)

4+ years of experience as a Support Engineer

Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.

Strong customer advocacy skills and experience, ability to work in difficult customer situations

Knowledge of Cloud infrastructure a plus

Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus

Fluent English is mandatory / Spanish or French or German are an advantage

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new ones, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple : we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.