Technical Support Engineer, Strata

hace 1 día

San José, Costa Rica Palo Alto Networks A tiempo completo

Company Description
**Our Mission**

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before.
These aren't easy goals to accomplish - but we're not here for easy.
We're here for better.
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're changing the nature of work.
Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work.
From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks.
And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
**Job Description**:
**Your Career**

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors.
You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results.
You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity.
Your quick thinking and support to our clients provide the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).
**Your Impact**
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
- Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
- Work to reproduce customer issues and qualify critical issues
- Publish Technical Support Bulletins and other user documentation in the Knowledge Base
- Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
- Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
- Provide on-call support 24x7 on an as needed basis
- Travel may be required to customer sites in the event of a critical situation to expedite resolution
- Ability to work 2PM-11PM CT

**Qualifications**:
**Your Experience**
- Required experience with TCP IP
- Ability to independently to debug broad, complex, and unparalleled networks with mixed media and protocols required
- In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
- Experience with security (IPSEC, SSL-VPN, NAT, GRE)
- Prior experience in similar vendor Technical Support Centers
- Experience with Authentication Protocols a plus (Radius / TACACS)
- Excellent written and verbal communication skills
- Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus
- Bachelor's degree or equivalent military experience required

Additional Information
**The Team**

Our technical support team is essential 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 just evolves.
Our technical team provides behind-the-scenes support to meet our customer's needs.
As threats and technology evolve, 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 a fast-growing, immensely successful organization because of our people and products (built and supported by our people).
We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment.
It means we're good at scaling quickly to new threats, getting fulfillment from resolving new problems, and thinking about things just plain different.
**Our Commitment**

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo.
It's simple: we can't accomplish our mission without diverse teams innovating, together.
All

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