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Cybersecurity Professional

hace 2 semanas


Madrid, Madrid, España Palo Alto Networks A tiempo completo

About the Role

We are seeking a highly skilled and motivated Cybersecurity Professional to join our team at Palo Alto Networks. As a member of our Technical Support Team, you will play a critical role in providing exceptional customer support and ensuring the success of our customers.

Job Description

As a Cybersecurity Professional, you will work closely with our valued customers to address their complex post-sales concerns. You will be responsible for analyzing situations or data, identifying root causes, and implementing effective solutions. Your strong technical skills and excellent communication abilities will enable you to detail difficult technical issues to both non-technical and technical professionals.

Your Impact

  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via various channels.
  • Remote support, deployment, and knowledge transfer to ensure seamless customer experiences.
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups completed in a timely manner.
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues.
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base to facilitate knowledge sharing and collaboration.
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing teams.

Qualifications

  • BS/MS or equivalent experience or military experience required.
  • 8+ years of deep technical knowledge and technical support experience 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.
  • Strong analytical skills for interpreting business requirements and translating them into technical specifications.
  • 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).
  • Prior experience in similar vendor Technical Support Centers.