Sr. Technical Support Engineer, United States Government, Cortex XSIAM

$108,000 - $175,200/Yr

Palo Alto Networks - Plano, TX

Full-time - Mid Level

Plano, TX

Professional, Scientific, and Technical Services

About the position

The Senior Technical Support Engineer for U.S. Government at Palo Alto Networks is responsible for providing expert technical support to customers, particularly in post-sales scenarios. This role involves troubleshooting complex technical issues, conducting root cause analysis, and collaborating with cross-functional teams to enhance product operability and customer satisfaction. The engineer will also engage in technical discussions, author documentation, and ensure timely resolution of support cases, all while maintaining a focus on cybersecurity and customer success.

Responsibilities

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-ups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the Engineering team to influence product operability
• Participate in weekend on-call rotation and provide after-hours support as required
• Communicate complex technical issues effectively to internal and external stakeholders

Requirements

• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging)
• Analytical troubleshooting skills in Linux, displaying problem-solving abilities
• Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
• Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
• Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
• Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
• Exposure to SIEM, vulnerability management tools, and firewalls
• Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
• Comfortable collaborating across diverse cross-functional teams with open communication
• Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
• Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
• Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
• A bachelor's degree in computer science or related discipline or equivalent military experience (advantageous)

Nice-to-haves

• Experience with cloud technologies and deployment
• Familiarity with cybersecurity principles and practices

Benefits

• FLEXBenefits wellbeing spending account
• Mental and financial health resources
• Personalized learning opportunities
• Restricted stock units
• Bonus opportunities