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Cybersecurity Expert Consultant
hace 2 semanas
**Company Overview**
Palo Alto Networks is a trailblazing cybersecurity company that challenges the status quo. Our mission is to provide unparalleled protection for our digital way of life, ensuring each day is safer and more secure than the last.
We're built on a foundation of innovation, disrupting traditional ways of doing things. We're looking for innovators who share our passion for shaping the future of cybersecurity.
As a critical member of our technical support team, you'll enable customer success by providing top-notch support after product purchase. Your dedication will evolve with our customers' needs, adapting to emerging threats and technologies.
You'll be instrumental in implementing new products, transitioning from old to new, and resolving integrations and critical issues as they arise. Your focus will be on delivering exceptional customer support, fostering a culture of excellence in the industry.
**Key Responsibilities**
- Meet enhanced response SLAs for Platinum Support customers
- Handle support cases, ensuring issues are recorded, tracked, resolved, and follow-ups completed in a timely manner
- Utilize fault isolation and root cause analysis skills to diagnose and tackle complex technical issues
- Work directly with ETAC and Engineering to resolve customer issues
- Conduct multi-vendor troubleshooting
- Publish Technical Support Bulletins and user documentation in the Knowledge Base
- Build a positive customer experience through collaboration with Development, Sales, Quality Assurance, and Marketing
**Required Skills and Qualifications**
- Experience with TCP/IP
- Ability to independently debug broad, complex networks with mixed media and protocols
- In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
- Experience with security (IPSEC, SSL-VPN, NAT, GRE)
- Prior experience in similar vendor Technical Support Centers
- Excellent written and verbal communication skills
