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Cybersecurity Technical Support Specialist
hace 2 meses
About the Role
We are seeking a highly skilled Cybersecurity Technical Support Specialist to join our team at Palo Alto Networks. As a key member of our technical support team, you will play a critical role in ensuring the success of our customers by providing exceptional technical support and expertise.
Key Responsibilities
- Provide technical support to customers and partners via phone, email, and other communication channels
- Effectively manage support cases from initial contact to resolution, including timely follow-ups and updates
- Conduct thorough fault isolation and root cause analysis for technical issues
- Author technical support bulletins and other technical documentation in our knowledge base
- Review and provide feedback on technical content for training, marketing, and other purposes
- Travel to customer sites as needed to provide on-site support and resolve critical issues
- Collaborate with our engineering team to influence product operability and improve customer experience
- Participate in on-call rotation and provide after-hours support as required
- Communicate complex technical issues effectively to internal and external stakeholders
Requirements
- 4+ years of experience as a Support Engineer in a cybersecurity or related field
- Strong technical knowledge of cybersecurity products and technologies, including EDR tools, networking, and operating systems
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
- Strong customer advocacy skills and experience, with the ability to work in difficult customer situations
- Proficiency in software and infrastructure troubleshooting, testing, and debugging
- Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
- Familiarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing
- Knowledge of IP network technologies and performance monitoring/troubleshooting software tools
- Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
- Comfortable collaborating across diverse cross-functional teams with open communication
About Us
Palo Alto Networks is a leader in the cybersecurity industry, and we are committed to providing our customers with the best possible support and expertise. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Our Commitment
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
