Overview

We are looking for a Technical Support Engineer I to provide Level 1 support for network security solutions, primarily focused on Palo Alto Networks environments. This role requires strong English communication skills, foundational experience with firewalls, and availability to work an evening schedule supporting U.S.-based customers.

Key Responsibilities

Provide Level 1 technical support (break-fix) for firewall and network security environments
Troubleshoot and resolve issues related to:
Firewall configurations and policies
VPN connectivity and tunnel setup
Network access and connectivity issues
Handle incoming technical requests and incidents from customers
Support users with configuration changes (e.g., website blocking, access restrictions)
Escalate complex cases to higher support tiers when needed
Follow internal knowledge bases, documentation, and vendor resources to resolve incidents
Maintain clear and professional communication with customers in English
Document incidents, resolutions, and troubleshooting steps
Required Qualifications





1-2 years of experience in technical support or network support roles
Hands-on experience with firewalls (preferably Palo Alto Networks)
Also considered: Fortinet, SonicWall, Checkpoint, or similar
Basic knowledge of:
VPN technologies
Network connectivity and troubleshooting
Advanced / fluent English (mandatory)
Ability to handle technical conversations with U.S. customers
Strong problem-solving and customer service skills
Ability to work in a fast-paced, support-oriented environment
Preferred Qualifications

Experience supporting customers in a call center or service desk environment
Exposure to enterprise environments
Certifications in networking or security (nice to have)

At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive inno

📌 Technical Support Analyst (Benito Juárez)
🏢 TD SYNNEX México
📍 Benito Juárez