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Cybersecurity Technical Support Specialist

hace 2 semanas

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

Company Overview

">

Palo Alto Networks is a trailblazing company that dreams big, takes risks, and challenges the status quo in cybersecurity.

We're dedicated to protecting our digital way of life and have a vision of a world where each day is safer and more secure than the one before.

We're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our approach to how we work, FLEXWORK, empowers employees to push boundaries and help us evolve together.

Your Career

You'll work directly with our valued customers to address their complex post-sales concerns, analyzing situations or data that require an in-depth evaluation of many factors.

You'll enjoy networking with key contacts outside your own area of expertise, detailing difficult technical issues to both non-technical and technical professionals.

You'll participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products, working environments, and cybersecurity.

Job Description

  • Provide technical support to customers and partners.
  • Offer configurations, troubleshooting, and best practices to customers.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
  • Provide fault isolation and root cause analysis for technical issues.
  • Publish technical support bulletins and other technical documentation in the Knowledge Base.
  • Review technical documentation for training materials, marketing collateral, manuals, and troubleshooting guides.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required.
  • Provide on-call support 24x7 on an as-needed basis.

Required Skills and Qualifications

  • A willingness to work flexible shift times, including weekends and evenings.
  • Previous experience in a Technical Support environment is required.
  • Excellent written and verbal communication skills.
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.).
  • Experience working with Firewall Central Management Systems.
  • Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar).
  • A working knowledge of Security services (IDS/IPS, Firewalls, etc.).
  • A strong ability to independently debug broad, complex, and unique networks with mixed media and protocols.
  • Virtually experienced with Windows and MAC OS.
  • Proficiency in Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products.
  • Bachelor's degree or equivalent military experience required.