Sr. Technical Support Engineer, USG, Strata

Public Sector Technical Support Engineer

Our mission at Palo Alto Networks® is to be the cybersecurity partner of choice, protecting our digital way of life. We are a company built on the foundation of challenging the status quo and we are looking for innovators who are as committed to shaping the future of cybersecurity as we are.

To comply with U.S. federal government requirements, U.S. citizenship is required for this position.

You will work firsthand with our valued Public Sector customers, supporting their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your area of expertise, with a strong ability to explain complex technical issues to both non-technical and technical professionals.

As part of our U.S. Government (USG) team, you will be a designated customer advocate, assisting in providing tailored support, weekly reviews, root cause analysis for critical issues, release reviews, upgrade planning, and quarterly business reviews. You will provide personalized support and become deeply familiar with your customer's implementation and business priorities, proactively driving best practices to help continuously improve their security posture.

Your quick thinking and proactive support provide the fast assistance our Public Sector clients need to keep their environments secure—meaning you'll need to move quickly, think strategically, and provide expert technical assistance in high-pressure situations.

Your impact will include:

• Offering advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure.
• Effectively communicating technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations.
• Providing tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements.
• Taking 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.
• Conducting multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners.
• Utilizing fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers.
• Being a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customers.
• Identifying product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools.
• Filing bug reports with the engineering team and developing test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle.
• Authoring Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides.
• Traveling to customer sites in the event of a critical situation to expedite resolution as required.
• Providing support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Your experience should include:

• Minimum of 5 years of network security experience, with a preference for experience supporting government or public sector clients.
• Expertise in TCP/IP, advanced knowledge of LAN/WAN technologies, and general routing/switching.
• Understanding of packet flow across multiple OSI layers.
• Extensive experience troubleshooting Remote Access VPN solutions.
• Ability to independently debug broad, complex, and unique networks with mixed media and protocols.
• Proficiency with network troubleshooting tools.
• Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates.
• Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred.

Preferred skills include:

• Experience working with U.S. government, federal, state, or local agencies.
• 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.

Our technical support team is critical 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.

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 non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $108,800 - $176,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

We're problem solvers that take risks and challenge cybersecurity's status quo. 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 accommodations@paloaltonetworks.com. 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.