Cybersecurity Technical Support Specialist
hace 5 días
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 be responsible for providing expert-level technical support to our valued customers, addressing intricate post-sales concerns, and collaborating with cross-functional teams to drive product improvement and customer satisfaction.
Key Responsibilities
- Provide technical support to customers and partners, including in-depth evaluation of complex scenarios and critical thinking to understand methods, techniques, and evaluation criteria for obtaining results.
- Effectively manage support cases from recording to resolution, including timely follow-ups and prompt support for clients to ensure swift resolution and keep their environments secure.
- Conduct fault isolation and root cause analysis for technical issues, author Technical Support Bulletins, and review technical content for training, marketing, manuals, and troubleshooting guides.
- Travel to customer sites for critical situations, expediting resolutions as needed, and provide configurations, troubleshooting, and best practices to customers.
- Collaborate with the Engineering team to influence product operability, participate in weekend on-call rotation, and provide after-hours support as required.
- Communicate complex technical issues effectively to internal and external stakeholders.
Requirements
- Experience working with EDR tools, strong communication and customer service skills, and required basic networking knowledge.
- 4+ years of experience as a Support Engineer, excellent written and verbal communication skills, and strong customer advocacy skills and experience.
- Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications, along with deployment tools (SCCM, GPO, AD, JAMF), and analytical troubleshooting skills in Linux.
- Familiarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing, and knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch).
- 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 trailblazer that dreams big, takes risks, and challenges cybersecurity's status quo. We're committed to providing reasonable accommodations for all qualified individuals with a disability and are 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.
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