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Senior Cybersecurity Specialist

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Immersive Cybersecurity Specialist Position

About the Role

Join a dynamic team dedicated to shaping the future of cybersecurity. As a skilled innovator, you will play a pivotal role in addressing complex post-sales concerns, analyzing situations and data to drive informed decisions.

You will collaborate closely with multi-functional teams to create an environment of transparency, driving better products, working environments, and overall cybersecurity.

  • Provide technical support, configurations, troubleshooting, and standard methodologies to customers via various communication channels
  • Deliver remote support, deployment, and knowledge transfer services
  • Ensure timely resolution of support cases, recording, tracking, and follow-ups
  • Utilize fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  • Work to reproduce customer issues and qualify critical issues
  • Publish Technical Support Bulletins and user documentation in the Knowledge Base
  • Build a positive customer experience by collaborating with Development, Sales, Quality Assurance, and Marketing teams
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
Key Qualifications
  • BS/MS or equivalent experience required
  • 5+ years of deep technical knowledge and technical support experience with a strong customer focus
  • Advanced certifications like CCIE/JNCIE/CISSP – highly advantageous
  • Excellent written and spoken communication skills, with strength in establishing relationships
  • Ability to independently debug complex networks with mixed media and protocols
  • Strong interpersonal skills and ability to work well individually and as part of a team
  • Self-disciplined, self-managed, self-motivated, and strong sense of ownership, urgency, and drive
  • Passionate about learning, understanding, and dissecting new technology quickly
  • 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, OSPF, ISIS, Multicast, VOIP
  • Expert working knowledge in 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
  • Experience with Authentication Protocols (Radius/TACACS) a plus
  • Strong history of deploying, maintaining, and troubleshooting multi-vendor firewall environments – PANW firewalls and VM-Series – highly advantageous
  • Excellent problem-solving, critical thinking, communication, and teamwork skills
  • Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business