Cybersecurity Support Specialist

hace 2 días


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

**About Our Mission**

Palo Alto Networks is dedicated to being the cybersecurity partner of choice, protecting our digital way of life. We strive for a world where each day is safer and more secure than the one before.

We're looking for innovators who are committed to shaping the future of cybersecurity. Our approach to work, FLEXWORK, empowers employees to push boundaries and help us evolve together.

In this role, you will work closely with valued customers to address complex post-sales concerns. You'll analyze situations or data, requiring in-depth evaluations of multiple factors.

You're a critical thinker, capable of detailing difficult technical issues to both non-technical and technical professionals. Regular participation in technical discussions with multi-functional teams fosters transparency, leading to better products and environments.

As a quick thinker and problem-solver, you provide fast assistance to clients, ensuring their environments remain secure – often in high-pressure situations.

Main Responsibilities:

  • 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 on time
  • Perform fault isolation and root cause analysis for technical issues
  • Publish Technical Support Bulletins and other documentation in the Knowledge Base
  • Review technical documentation for training materials and marketing collateral
  • Travel to customer sites as needed for critical issue resolution
  • Provide on-call support 24/7 on an as-needed basis

Qualifications:

  • Effective communication with all levels and stakeholders – internally and externally
  • Strong analytical and problem-solving skills, self-motivated, and detail-oriented
  • Ability to work independently and contribute as a team player
  • Knowledge of one or more virtualization hypervisors: VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V
  • Demonstrable basic knowledge of AWS and Microsoft Azure security features and services
  • Basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure (OCI)
  • Deploying firewalls in public cloud infrastructures: AWS, Azure, GCP, OCI, and Alibaba
  • Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
  • Good understanding of networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
  • Strong experience with Security Protocols (IPSEC / SSL-VPN / NAT / GRE)
  • Good understanding of Unix/Linux and Windows operating systems
  • Experience with Cisco, Checkpoint, Juniper(Netscreen), Fortinet is a plus
  • Knowledge of traffic generation tools and scripting languages is a plus
  • Previous experience supporting Palo Alto Networks Products is a plus


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