Senior Technical Support Specialist
hace 1 semana
About the Role
We are seeking a highly skilled and experienced 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 providing exceptional support to our valued customers, ensuring their success with our products and services.
Key Responsibilities
- Provide technical support to customers and partners, addressing complex post-sales concerns and analyzing situations or data to identify solutions.
- Collaborate with cross-functional teams to create a transparent environment that leads to better products, working environments, and cybersecurity.
- Participate in technical discussions, detailing difficult technical issues to both non-technical and technical professionals.
- Manage support cases, ensuring issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
- Provide fault isolation and root cause analysis for technical issues, publishing 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 to expedite resolution as required and provide on-call support 24x7 on an as needed basis.
Requirements
- Excellent written and verbal communication skills.
- Expertise in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (LDAP, RADIUS, etc.).
- Experience working with Firewall Central Management Systems and multi-factor authentication security systems.
- Strong ability to independently debug complex networks with mixed media and protocols.
- Virtualization experience (AWS, Azure, VMWare, Open Stack) is a plus.
- Experience with Windows and MAC OS is a plus (debugging, editing registries, Plist, etc.).
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus.
About Us
Palo Alto Networks is a trailblazer in the cybersecurity industry, dedicated to providing the best customer support in the industry. We're committed to our customers' success and mission, staying ahead of threats and technology changes. Our team is critical to our success, and we're seeking a talented individual to join us in this mission.
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