Sr. Technical Support Engineer, Strata, US Government

Our Mission

At Palo Alto Networks were united by a shared missionto protect our digital way of life. We thrive at the intersection of innovation and impact solving real-world problems with cutting-edge technology and bold thinking. Here everyone has a voice and every idea counts. If youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.

Who We Are

In order to be the cybersecurity partner of choice we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption Collaboration Execution Integrity and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest we invite you to join us!

Job Summary

** 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. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll 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 customers implementation and business priorities proactively driving best practices to help continuously improve their security posture.

You will regularly participate in technical discussions with cross-functional teams creating an environment of transparency that ultimately leads to better products stronger partnerships and enhanced cybersecurity outcomes. Your quick thinking and proactive support provide the fast assistance our Public Sector clients need to keep their environments securemeaning youll need to move quickly think strategically and provide expert technical assistance in high-pressure situations.

Key Responsibilities

• 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 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.

Qualifications

Required Qualifications

• 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 Qualifications:

• 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 experienceor equivalent military experience

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/com-missioned roles) is expected to be the annual range listed below. 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 trailblazers that dream big 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.