Cybersecurity Engineer

hace 24 horas


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

Company Overview

Palo Alto Networks is a leader in the cybersecurity industry, dedicated to protecting our digital way of life. Our mission is to be the cybersecurity partner of choice, and we're looking for innovators who are committed to shaping the future of cybersecurity.

The Role

We're seeking a highly skilled Cybersecurity Engineer - Customer Success to join our team. As a key member of our technical support team, you will work directly with our valued customers to address their complex post-sales concerns. You'll enjoy networking with key contacts outside your area of expertise, detailing difficult technical issues to both non-technical and technical professionals.

Your Responsibilities

  • Provide technical support to top-tier customers, including tailored troubleshooting, configuration guidance, and best practices
  • Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups and thorough documentation
  • Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams
  • Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
  • Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
  • Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
  • Travel to customer sites in the event of a critical situation to expedite resolution as required

Your Qualifications

  • Excellent customer service skills
  • Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer
  • Able to troubleshoot and be a problem solver with analytical proficiency in Linux
  • Strong scripting skills (JS, Python, PowerShell)
  • Attention to details, fast learner, and excellent communication skills
  • Cybersecurity knowledge and experience - an advantage
  • Bachelor's degree or equivalent military experience required

Benefits

We offer a dynamic and supportive work environment, with opportunities for growth and development. As part of our team, you'll enjoy:

  • A competitive salary and benefits package
  • Ongoing training and professional development opportunities
  • A collaborative and innovative work environment
  • The opportunity to work with a leading company in the cybersecurity industry


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