Cybersecurity Support Specialist

hace 2 días


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

Company Overview

Palo Alto Networks is a leading cybersecurity company that provides innovative solutions to protect our digital way of life. Our mission is to be the cybersecurity partner of choice, and we're committed to shaping the future of cybersecurity. We're looking for talented individuals who share our vision and are passionate about making a difference.

Your Role

As a Platinum Support Engineer, you will work closely with our valued customers to address their complex post-sales concerns. You'll provide expert technical support, troubleshoot issues, and collaborate with cross-functional teams to deliver exceptional customer experiences.

Key Responsibilities

  • Meet enhanced response SLA's for customers who purchase our Platinum Support Offering
  • 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
  • Work directly with ETAC and Engineering to get customer issues resolved
  • Have a thorough understanding of software release and bug cycles
  • Conduct multi-vendor troubleshooting
  • Has visibility across the entire organization and Executive Leadership
  • 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


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