The company, an e& enterprise company, is looking for a talented and experienced Cybersecurity Specialist to join our Support Center team in KSA. This role focuses on break-and-fix support for cybersecurity products, including troubleshooting incidents, resolving technical issues, and delivering high-quality solutions to customers.
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Responsibilities:
- Provide L2/L3 break-and-fix support for cybersecurity products including Palo Alto Firewalls, F5 devices, and related solutions.
- Troubleshoot and resolve configuration issues, hardware/software faults, and performance bottlenecks.
- Manage product tickets in line with defined SLAs, escalating to vendors when necessary.
- Perform root cause analysis (RCA) for recurring incidents and recommend preventive measures.
- Document incidents, troubleshooting steps, and resolutions in the Support Knowledge Base.
- Collaborate with internal teams and vendors to ensure timely resolution and service quality.
- Participate in 24x7 on-call rotations as required for critical issue handling.
- Provide technical guidance and best product practices to customers and internal teams.
Qualifications and Skills:
- Bachelor’s degree in Computer Science, Information Security, or related field.
- Relevant certifications (preferred): Palo Alto (PCNSE/PCNSA), F5 Certified Administrator/Specialist, CISSP, CISM, CISA, CCNP Security (advantageous).
- 2–5 years of experience in cybersecurity support, SOC, or NOC environments.
- Proven hands-on experience with:
- Palo Alto firewalls (policies, NAT, VPN, Panorama).
- F5 load balancers and WAF (LTM, ASM, iRules, SSL offloading).
- Security technologies (IPS/IDS, VPN, proxy, SSL inspection).
- Strong understanding of networking protocols (TCP/IP, DNS, HTTP/HTTPS, BGP, OSPF).
- Strong analytical and problem-solving skills.
- Ability to work under pressure and meet SLA-driven timelines.
- Excellent communication in Arabic and English.
- Strong customer service orientation.
Benefits:
- Health insurance with one of the leading global providers for medical insurance.
- Career progression and growth through challenging projects and work.
- Employee engagement and wellness campaigns activities throughout the year.
- Tailored training & development program.
The company is the cybersecurity arm of e& enterprise (formerly Etisalat Digital), providing strategic consultancy combined with tailored information security solutions that enable businesses to evolve securely in the Middle East.
