Cybersecurity Support Specialist
hace 1 día
Company Overview:
Palo Alto Networks is a leader in the cybersecurity industry, dedicated to protecting our digital world. Our mission is to be the trusted partner for cybersecurity, enabling organizations to defend against ever-evolving threats.
Job Description:
We are seeking a highly skilled Cybersecurity Support Specialist to join our technical support team. As a key member of our team, you will play a critical role in ensuring customer success by providing top-notch support to clients after they have purchased our products.
Your Impact:
- You will work closely with ETAC and Software Engineering teams to resolve customer issues promptly and efficiently.
- You will develop a thorough understanding of software release and bug cycles, enabling you to isolate root causes of product defects and reproduce customer issues in the lab.
- You will work on complex issues, exercising judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
- You will network with key contacts outside your area of expertise, regularly participating in technical discussions with cross-functional teams.
- You will publish technical support bulletins, provide content reviews for knowledge bases, and contribute to customer-facing forums and other technical documentation.
- You will manage technical escalations and own complex cases, developing into subject matter experts in at least one area.
- You will have visibility across the entire organization, with leadership recognized across the organization.
- You will provide coaching and mentoring to Tier 2 engineers.
Required Skills and Qualifications:
- Long-term experience related to the position is required, typically 5-8 years of relevant experience.
- Able to effectively communicate complex technical issues to all levels and stakeholders internally and externally.
- In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
- Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus.
- Expert in Routing and Switching protocols (e.g. OSPF / BGP / VLAN / STP).
- Strong experience with Security Protocols (e.g. IPSEC / SSL-VPN / NAT / GRE).
- Experience with Authentication Protocols is a plus.
- Able to independently debug broad, complex, and unique networks with mixed media and protocols.
- Industry Certifications a plus.
- Able to work independently, as well as contributing as a team player.
- Able to work 2PM-11PM CT.
- Bachelor's degree or equivalent military experience required.
Benefits:
Our technical support team is critical to our success and mission. As part of this team, you will enable customer success by providing support to clients after they have purchased our products. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.
Our Commitment:
We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
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