Senior Technical Support Engineer - Focused Services (wiith either German, French, Italian)
Madrid, Spain On-site
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About the role
We are looking for a dynamic and proactive Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post-sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors. As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise. In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. You will develop an in-depth understanding of each customer’s unique implementation and business objectives, proactively driving best practices to enhance their security posture.
What you'll bring
- 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
- Virtualization experience (AWS, Azure, VMWare, OpenStack)
- Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.)
- 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
- Skilled in engaging executive-level stakeholders with clear technical communication.
- Proven track record of effectively communicating technical concepts to diverse audiences, including C-level executives.