Senior Technical Support Engineer, United States Government

$108,000 - $175,200/Yr

PaloAlto Networks - Plano, TX

Full-time - Senior

Plano, TX

About the position

The Senior Technical Support Engineer will serve as a critical point of contact for customers, addressing complex post-sales concerns and providing tailored technical support. This role involves in-depth analysis, troubleshooting, and collaboration with multi-functional teams to enhance customer satisfaction and security posture. The engineer will act as a customer advocate, ensuring prompt resolution of issues and fostering strong relationships with stakeholders.

Responsibilities

• Offer advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues.
• Effectively communicate technical solutions to technical and executive stakeholders.
• Provide tailored troubleshooting, configuration guidance, and best practices.
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation.
• Conduct multi-vendor troubleshooting on complex customer engagements.
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support.
• Be the subject matter expert on core technologies of Palo Alto Networks product line.
• Identify product defects via lab replication and file bug reports with the engineering team.
• Facilitate the hiring and onboarding process for new technical support staff.
• Author Technical Support Bulletins and technical documentation.

Requirements

• Minimum of 5 years of network security experience.
• Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies.
• 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.
• Proficiency with network troubleshooting tools.
• Consistently maintains rigorous case management practices.

Nice-to-haves

• Virtualization experience (AWS, Azure, VMWare, OpenStack).
• Experience with Windows, MAC OS, and Linux.
• Multi-Vendor Interoperability Exposure.
• Authentication protocols - LDAP, TACACS+, Radius, SAML.
• BS in computer science, information technology, or related experience.

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items.
• Mental and financial health resources.
• Personalized learning opportunities.