Technical Support Specialist

hace 5 días


San José, San José, Costa Rica Palo Alto Networks A tiempo completo

**Job Description Overview**

In this role, you'll work closely with valued customers to address complex post-sales concerns. As a critical thinker, you'll evaluate situations or data, understanding methods, techniques, and evaluation criteria for obtaining results.

You'll network with key contacts outside your area of expertise, detailing difficult technical issues to both non-technical and technical professionals. Regularly participating in technical discussions with multi-functional teams will create an environment of transparency leading to better products, working environments, and cybersecurity.

**Responsibilities:**

  • Provide Technical Support to customers and partners
  • Offer configurations, troubleshooting, and best practices to customers
  • Manage support cases to ensure timely resolution and follow-up
  • Isolate faults and perform root cause analysis for technical issues
  • Publish Technical Support Bulletins and documentation in the Knowledge Base

**Requirements:**

  • Previous experience in a Technical Support environment
  • Excellent written and verbal communication skills
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)


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