Sr. Technical Support Engineer, US Government, VM Specialist
Sr. Technical Support Engineer, US Government, VM Specialist
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Job Description
Your Career
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will regularly participate in technical discussions with multi-functional teams creating an environment of transparency that ultimately leads to better products better working environments and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means youll need to move quickly thoughtfully and provide technical assistance as needed (often in high-pressure situations).
Your Impact
Offer 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 communicate technical solutions to technical and executive stakeholders fostering trust and credibility within government agencies and organizations
Provide tailored troubleshooting configuration guidance and best practices with an understanding of government compliance and security requirements
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 ensuring a seamless experience for public sector partners
Utilize fault isolation and root cause analysis skills to provide post-sales technical support configuration troubleshooting and industry best practices to customers
Be a subject matter expert on core technologies of Palo Alto Networks product line particularly in environments relevant to public sector customers
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
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
- Provide on-call support 24x7 on an as-needed basis
Qualifications :
Your Experience
- Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
- Strong analytical and problem-solving skills self-motivated and detail-oriented with the ability to see the bigger picture
- Ability to work independently as well as contribute as a team player
- Knowledge of one or more virtualization hypervisors - VMWare ESX/ESXi KVM/Qemu Citrix XenServer Microsoft Hyper-V
- Demonstrable basic knowledge with AWS and Microsoft Azure installation configuration and administration of security features and services including identity and access management service-related security features networking firewalls encryption and related best practices
- Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred
- Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
- Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS Azure GCP OCI and Alibaba
- Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
- Good understanding of the following networking protocols (TCP/IP Ethernet VLAN OSPF BGP)
- Good understanding with Security Protocols (IPSEC / SSL-VPN / NAT)
- Good understanding of Unix/Linux and Windows operating systems
- Experience with Cisco Checkpoint Juniper(Netscreen) Fortinet is a plus
- Knowledge of traffic generation tools and scripting languages is a plus
Additional Information :
The Team
Our technical support team is essential 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. Our dedication to our customers doesnt stop once they sign it just evolves. Our technical team provides behind-the-scenes support to meet our customers needs. As threats and technology evolve we stay in step to accomplish our mission.
Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised. In fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.
Were a fast-growing immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks protecting every day transactions in the digital environment. It means were good at scaling quickly to new threats get fulfillment from resolving new problems and think about things just plain differently.
Compensation Disclosure
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 $108000 - $175200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
Our Commitment
Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.
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 .
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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
