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

📌 Technical Support Analyst (Benito Juárez)
🏢 TD Synnex
📍 Benito Juárez