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Technical Operations Engineer

hace 3 semanas

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

**The Role**

You will be working on a critical team that provides technical support to our customers. We are dedicated to their success and mission, and we stay in step with changing threats and technology.

**Responsibilities**

- Implement new products and transition from old products to new
- Fix integrations and critical issues as they are raised
- Provide support to clients after they have purchased our products
- Network with key contacts outside your area of expertise
- Publish technical support bulletins and provide content technical review for knowledge base articles
- Manage technical escalations and own complex cases
- Conduct multi-vendor troubleshooting and develop into a subject matter expert in at least one area
- Provide coaching and mentoring to Tier 2 engineers

**Qualifications**

- Long term experience related to the position is required - typically 5-8 years of relevant experience
- Ability to effectively communicate complex technical issues to all levels and stakeholders internally and externally
- In-depth understanding of networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
- Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus
- Expert in routing and switching protocols (e.g., OSPF / BGP / VLAN / STP)
- Strong experience with security protocols (e.g., IPSEC / SSL-VPN / NAT / GRE)
- Experience with authentication protocols is a plus
- Ability to independently debug broad, complex and unique networks with mixed media and protocols is required
- Industry certifications are a plus
- Ability to work independently, as well as contributing as a team player