Sr Technical Support Engineer United States Government Focused Services

Your Career

You will work firsthand with our valued customers to address their complex postsales concerns where analysis of situations or data requires an indepth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both nontechnical and technical professionals.  

Under USG team you will be a designated customer advocate who will assist in providing tailored support weekly reviews root cause analysis for critical issues release review and upgrade planning and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will regularly participate in technical discussions with multifunctional teams creating an environment of transparency that ultimately leads to better products better working environments and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means youll need to move quickly thoughtfully and provide technical assistance as needed (often in high pressure situations).

Your Impact

• Offer advancedlevel technical assistance to our toptier customers ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Effectively communicate technical solutions to technical and executive stakeholders fostering trust and credibility at the highest levels of our customers organizations
• Provide tailored troubleshooting configuration guidance and best practices
• Take ownership of support cases from initiation to resolution ensuring meticulous documentation of all troubleshooting steps timely updates and comprehensive closure summaries in the ticketing system
• Conduct multivendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account Sales and Marketing teams
• Utilize fault isolation and root cause analysis skills to provide postsales technical support configuration troubleshooting and standard methodologies to customers
• Be the subject matter expert on core technologies of Palo Alto Networks product line
• Identify product defects (code environment) via lab replication using network simulation lab automation performance testing and validation tools
• File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Facilitate the hiring and onboarding process with technical screens train new hires on technical and soft skills and enable process and tools knowledge for readiness
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials marketing collateral manuals and problemsolving guides
• Travel to customer sites in the event of a critical situation to expedite resolution as required

Qualifications :

Your Experience

• Minimum of 5 years of network security experience
• Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies expertise with general routing/switching
• Understanding of packet flow across multiple OSI layers
• Extensive experience with troubleshooting Remote Access VPN solutions 
• Ability to independently debug broad complex and unique networks with mixed media and protocols required
• Proficiency with network troubleshooting tools 
• Consistently maintains rigorous case management practices ensuring thorough documentation and timely updates
• The below skills are a plus
  • Virtualization experience (AWS Azure VMWare OpenStack) 
  • Experience with Windows MAC OS and Linux (Debugging Editing Registries Plist etc.)
  • MultiVendor Interoperability Exposure
  • Authentication protocols LDAP TACACS Radius SAML 
• BS in computer science information technology computer architecture electrical engineering mathematics or related experience or equivalent military experience required
• Excellent written and verbal communication skills
• Willingness to work outside of normal business hours (As business needs dictate)

Additional Information :

The Team

Our technical support team is essential to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it just evolves. Our technical team provides the behindthescenes support to meet our customers needs. As threats and technology evolve we stay in step to accomplish our mission.

Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Were a fastgrowing immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks protecting every day transactions in the digital environment. It means were good at scaling quickly to new threats get fulfillment from resolving new problems and think about things just plain differently.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $108000 $175200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.