Cybersecurity Expert

hace 2 días


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

About Us

Palo Alto Networks is a leading cybersecurity company that protects our digital way of life. Our mission is to be the partner of choice for organizations around the world, providing them with innovative solutions to address their most complex security challenges.

We are committed to creating a safer and more secure world, one where every day is better than the last. To achieve this, we need talented individuals like you who share our passion for innovation and our commitment to excellence.

Job Description

We are seeking a highly skilled Cybersecurity Expert to join our Platinum Support team. As a member of this team, you will work closely with our valued customers to address their critical post-sales concerns. Your expertise in troubleshooting complex technical issues and your ability to communicate effectively with both technical and non-technical stakeholders will be essential in delivering exceptional customer experiences.

Your Responsibilities

  1. Meet enhanced response SLA's for customers who purchase our Platinum Support Offering
  2. Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
  3. Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  4. Work to reproduce customer issues and qualify critical issues
  5. Work directly with ETAC and Engineering to get customer issues resolved
  6. Have a thorough understanding of software release and bug cycles
  7. Conduct multi-vendor troubleshooting
  8. Has visibility across the entire organization and Executive Leadership
  9. Publish Technical Support Bulletins and other user documentation in the Knowledge Base
  10. Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  11. Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
  12. Provide on-call support 24x7 on an as-needed basis

Your Qualifications

  • 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
  • Experience with Authentication Protocols a plus (Radius / TACACS)
  • Excellent written and verbal communication skills
  • Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus

About the Role

This is a unique opportunity to join a dynamic team of cybersecurity experts who are passionate about making a difference. As a Cybersecurity Expert, you will have the chance to work on complex technical issues, collaborate with cross-functional teams, and develop your skills in a rapidly evolving field.

What We Offer

  • A competitive salary and benefits package
  • Ongoing training and development opportunities
  • The chance to work on cutting-edge projects and technologies
  • A collaborative and dynamic work environment
  • The opportunity to make a real difference in the lives of our customers


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