Cybersecurity Specialist

hace 14 horas


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

About Our Mission

Palo Alto Networks is a cybersecurity partner of choice, dedicated to protecting our digital way of life. We envision a world where each day is safer and more secure than the one before. To achieve this, we're committed to challenging the status quo and disrupting traditional approaches. Our innovative spirit drives us to shape the future of cybersecurity.

Disrupting the Way Things Are Done

We're not here for easy goals; we're here for the better. Our technology and approach to work are designed to meet the needs of our employees now and in the future through FLEXWORK. This means rethinking and recreating every aspect of the employee experience at Palo Alto Networks. By giving employees the flexibility to push boundaries and evolve together, we stay ahead of threats and technology changes.

Your Career as a Platinum Support Engineer

As a critical thinker, you'll work with valued Platinum customers to address complex post-sales concerns. You'll enjoy networking with key contacts outside your area of expertise, detailing difficult technical issues to both non-technical and technical professionals. Your strong capability will help you succeed in a fast-paced environment where analysis requires an in-depth evaluation of many factors.

Your Impact

  • - Meet enhanced response SLA's for customers who purchase our Platinum Support Offering
    - 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
    - Work directly with ETAC and Engineering to get customer issues resolved
    - Have a thorough understanding of software release and bug cycles
    - Conduct multi-vendor troubleshooting
    - Has visibility across the entire organization and Executive Leadership
    - 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
    - Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
    - Provide on-call support 24x7 on an as-needed basis
    - Travel may be required to customer sites in the event of a critical situation to expedite resolution

Qualifications

Your Experience

- 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
- Bachelor's degree or equivalent military experience required

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. We dedicate ourselves to our customers, staying in step with changing threats and technology. As you implement new products, transition from old to new, and fix integrations and critical issues, you'll seek out opportunities to ensure our clients are safely supported. We fix and identify technical problems, focusing 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. Through FLEXWORK, our approach to how we work, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks.


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