Cybersecurity Technical Support Specialist
5 days ago
We're a trailblazing cybersecurity company that dreams big, takes risks, and challenges the status quo. Our mission is to be the partner of choice for protecting our digital way of life.
Job DescriptionThis role involves working with our valued customers to address their complex post-sales concerns. As a technical support specialist, you'll analyze situations or data, requiring an in-depth evaluation of many factors. You'll enjoy networking with key contacts outside your area of expertise, detailing difficult technical issues to both non-technical and technical professionals.
Your Impact- Provide technical support to customers and partners
- Handle escalations from the front line and Tier 2 technical support teams within Palo Alto networks
- Offer configurations, troubleshooting, and best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Conduct fault isolation and root cause analysis for technical issues
- 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.
- Work with engineering on filling bugs and working with product teams on feature requests
- Lead case swarming and training sessions for frontline teams
- 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
This is a challenging and rewarding opportunity to join our team as a technical support specialist. We offer a competitive salary of $120,000 per year, based on the location of Palo Alto, CA, USA. The estimated annual salary range is between $100,000 and $150,000, depending on the candidate's qualifications and experience.
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