Cybersecurity Support Professional

hace 1 mes


Madrid, Madrid, España Palo Alto Networks A tiempo completo
About the Role

We are seeking a highly skilled Cybersecurity Support Professional to join our team at Palo Alto Networks. This is a full-time position that requires exceptional technical knowledge and customer focus.

Key Responsibilities
  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web.
  • 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 complex technical issues.
  • Work to reproduce customer issues and qualify critical issues.
  • 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.
Requirements
  • Bachelor's or Master's degree or equivalent experience or equivalent military experience required.
  • 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience.
  • Advanced certifications such as CCIE/JNCIE/CISSP – an advantage.
  • Excellent written and spoken communication skills, strength with establishing relationships.
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required.
  • Strong project management, time management, and organizational skills.
  • Profound knowledge in networking protocols such as TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP.
  • Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including VLANs, VLAN aggregation.
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE).
Benefits
  • This role comes with a competitive salary of $120,000 - $180,000 per annum, depending on experience.
  • Additionally, you will receive a range of benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
  • Our company is committed to diversity and inclusion, and we welcome applications from individuals of all backgrounds.

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