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 for the United States Government at Palo Alto Networks is responsible for providing advanced technical assistance to top-tier customers, ensuring prompt resolution of complex issues related to network security. This role involves acting as a customer advocate, offering tailored support, conducting root cause analysis, and facilitating technical discussions with multi-functional teams. The position requires a strong understanding of network security technologies and the ability to communicate effectively with both technical and executive stakeholders.

Responsibilities

• Offer advanced-level technical assistance to top-tier 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 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 multi-vendor 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 post-sales 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 develop 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 problem-solving guides.
• Travel to customer sites in the event of a critical situation to expedite resolution as required.

Requirements

• 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.

Nice-to-haves

• Virtualization experience (AWS, Azure, VMWare, OpenStack).
• Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.).
• Multi-Vendor 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).

Benefits

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