Cybersecurity Technical Support Expert

2 days ago

Mumbai, Maharashtra, India beBeeTechnical Full time ₹ 1,80,00,000 - ₹ 2,40,00,000
Role Overview

As a Technical Support Specialist, you will be the primary point of contact for customers seeking assistance with complex technical issues.

This role requires strong analytical and problem-solving skills to diagnose and resolve customer concerns in a timely manner.

  • Provide exceptional technical support to customers and partners via various communication channels.
  • Tier 3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks.
  • Offer configurations, troubleshooting, and best practices to customers to ensure seamless product integration.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
  • Conduct thorough fault isolation and root cause analysis for technical issues.
  • Prepare detailed RCA documents for official submissions to customers.
  • Develop and publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
  • Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Collaborate with engineering on filling bugs and working with product teams on feature requests.
  • Lead case swarming and training sessions for frontline teams.

Requirements

Key Qualifications

  • More than 5 years of customer-facing technical support experience.
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.).
  • Experience working with Firewall Central Management Systems.
  • Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar).
  • Working knowledge of Security services (IDS/IPS, Firewalls etc.).
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
  • Excellent English written and verbal communication skills are required.
  • Experience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.).
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus.

What We Offer

Join our team of innovative problem solvers and contribute to shaping the future of cybersecurity.

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