Technical Support Specialist

hace 7 días


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

About the Role

As a key member of our technical support team, you will work closely with our valued customers to address their complex post-sales concerns. Your expertise in troubleshooting and analyzing complex issues will enable you to provide unparalleled support to our clients.

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

Requirements

  • 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


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