Technical Support Engineer

hace 4 días


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

Company Overview

Palo Alto Networks is a leading cybersecurity company that provides innovative solutions to protect our digital way of life. Our mission is to be the cybersecurity partner of choice, and we're committed to achieving this goal by providing exceptional customer support.

About the Role

We're seeking a highly skilled Technical Support Engineer to join our team. As a key member of our technical support team, you will work closely with our valued customers to address their complex post-sales concerns. You'll enjoy networking with key contacts outside your area of expertise and detailing difficult technical issues to both non-technical and technical professionals.

Your Key Responsibilities

  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  • Work to reproduce customer issues and qualify critical issues
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  • Provide on-call support 24x7 on an as needed basis

Requirements

To be successful in this role, you'll need:

  • Required experience with TCP/IP
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
  • 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


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