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Cybersecurity Technical Support Specialist

hace 3 semanas

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

About Us:

Palo Alto Networks is a leader in the cybersecurity industry, committed to protecting our digital way of life. Our mission is to be the partner of choice for organizations seeking to enhance their security posture.

Your Role:

You will work closely with valued customers to address complex post-sales concerns, requiring in-depth evaluation of various factors. As a critical thinker, you will possess strong analytical skills, understanding methods and techniques for obtaining results.

Responsibilities:

  • Provide technical support to top-tier customers
  • Offer tailored troubleshooting, configuration guidance, and best practices
  • Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups
  • Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience
  • Utilize fault isolation and root cause analysis skills to provide post-sales technical support
  • Identify product defects via lab replication using network simulation and validation tools
  • Develop test plans and best practices with Quality Assurance teams

Qualifications:

  • Strong ability to independently debug broad, complex networks with mixed media and protocols required
  • OSI and TCP/IP networking standards
  • Networking Operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT
  • Troubleshooting Network and Networking Tools: Wireshark, GNS3
  • Routing Protocols - OSPF, BGP
  • VPN Technologies - IPsec, SSL, Site-to-Site VPN, Remote Access VPN
  • Authentication Protocols - LDAP, TACACS+, Radius