Cybersecurity Technical Support Specialist

hace 7 días


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

About Us

Palo Alto Networks is a leading cybersecurity company dedicated to protecting our digital way of life. Our mission is to be the cybersecurity partner of choice, ensuring that every day is safer and more secure than the one before.

We're changing the nature of work through FLEXWORK, an approach that empowers employees to push boundaries and shape the future of cybersecurity. As part of our team, you'll contribute to this mission by providing technical support to our valued customers.

Your Role

You will work closely with our customers to address their complex post-sales concerns, analyzing situations and data to provide in-depth evaluations. This requires critical thinking, strong analytical skills, and the ability to detail difficult technical issues to both non-technical and technical professionals.

As a technical support specialist, your responsibilities will include:

  • Providing technical support to customers and partners
  • Configuring, troubleshooting, and providing best practices to customers
  • Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Isolating faults and conducting root cause analysis for technical issues
  • Publishing technical support bulletins and documentation in the knowledge base
  • Reviewing technical documentation for training materials, marketing collateral, manuals, and guides
  • Traveling to customer sites for critical situation resolution and providing on-call support 24/7 as needed

Requirements

To succeed in this role, you'll need:

  • Strong analytical and problem-solving skills, with the ability to see the bigger picture
  • Able to effectively communicate with all levels and stakeholders on complex technical issues
  • Knowledge of virtualization hypervisors, including VMware ESX/ESXi, KVM/Qemu, Citrix, XenServer, and Microsoft Hyper-V
  • Demonstrable basic knowledge of cloud platforms, including AWS, Azure, GCP, OCI, and Alibaba
  • Experience deploying third-party networking and security services into VMware NSX for vSphere
  • Good understanding of networking protocols, security protocols, and operating systems

What We Offer

Palo Alto Networks offers a dynamic work environment, competitive compensation, and opportunities for growth and development. If you're passionate about cybersecurity and committed to delivering exceptional support, we encourage you to apply.



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