Cybersecurity Technical Support Specialist

hace 6 días


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

At Palo Alto Networks, our mission is to protect our digital way of life. We're looking for a dedicated and skilled Technical Support Specialist to join our team.

Your Career

You will work closely with our valued customers to address their complex post-sales concerns, requiring in-depth evaluation of multiple factors. As a critical thinker, you'll understand the methods, techniques, and evaluation criteria for obtaining results.

Your Impact

  • Provide technical support to customers and partners
  • Configure, troubleshoot, and provide best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Isolate faults and perform root cause analysis for technical issues
  • Publish technical support bulletins and other documentation in the Knowledge Base
  • Review technical documentation for training materials, marketing collateral, manuals, and troubleshooting guides
  • Travel to customer sites for critical situation resolution as required
  • Provide on-call support 24x7 as needed

Qualifications

We're seeking an individual with:

  • Previous experience in a Technical Support environment
  • Excellent written and verbal communication skills
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
  • Experience working with Firewall Central Management Systems and multi-factor authentication security systems
  • A strong ability to debug complex networks with mixed media and protocols
  • Virtualization experience (AWS, Azure, VMWare, OpenStack)
  • Bachelor's degree or equivalent military experience required


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