Sr. Technical Support Engineer, United States Government, Strata

$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 Sr. Technical Support Engineer will serve as a critical point of contact for U.S. government customers, providing advanced technical assistance and tailored solutions to complex post-sales issues. This role emphasizes the importance of customer advocacy, ensuring that clients receive personalized support and proactive guidance to enhance their security posture. The engineer will engage in technical discussions, collaborate with multi-functional teams, and contribute to the overall mission of protecting the digital way of life.

Responsibilities

• Offer advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues.
• Effectively communicate technical solutions to both technical and executive stakeholders.
• Provide tailored troubleshooting, configuration guidance, and best practices to customers.
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation and timely updates.
• Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experiences.
• 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 for training and problem-solving.

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 complex networks with mixed media and protocols.
• Proficiency with network troubleshooting tools.
• Excellent written and verbal communication skills.

Nice-to-haves

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

Benefits

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