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Senior Cybersecurity Specialist

hace 2 semanas

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

Company Overview

Palo Alto Networks is a trailblazing company that dreams big and challenges the status quo in cybersecurity. We're not just about providing security solutions, we're about being the cybersecurity partner of choice for our clients.

We have a vision of a world where each day is safer and more secure than the one before. To achieve this, we need talented individuals who share our passion for innovation and commitment to excellence.

Job Description

As a Platinum Support Engineer at Palo Alto Networks, you will work closely with our valued customers to address their complex post-sales concerns. You'll be responsible for analyzing situations, evaluating data, and providing detailed technical support to both non-technical and technical professionals.

You'll enjoy networking with key contacts outside your area of expertise and will have a strong capability of detailing difficult technical issues. Our customers are critical infrastructure managers who require guaranteed response times and enhanced services for their mission-critical systems.

Key Responsibilities

  • 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
  • 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

Required Skills and Qualifications

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

Benefits

At Palo Alto Networks, we offer a range of benefits to support your career development and well-being. These include:

  • Ongoing training and professional development opportunities
  • A comprehensive compensation package
  • A collaborative and dynamic work environment
  • Access to cutting-edge technology and resources
  • A flexible work arrangement policy

Our Commitment

We're committed to diversity, equity, and inclusion in the workplace. We believe that a diverse team is a successful team, and we're dedicated to creating an environment where everyone feels welcome and valued.