49 applicants

Company

Arrow Electronics · 6 hours ago

Palo Alto Technical Support Engineer

Englewood, CO

Full-time

Remote

Mid, Senior Level

$98K/yr - $141K/yr

5+ years exp

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Responsibilities

Offer technical support to customers and partners

Effectively manage support cases from ticketing to resolution, including timely follow-ups

Conduct fault isolation and root cause analysis for technical issues

Understand and interpret Palo Alto Networks Technical Support Bulletins and other technical documentation

Review technical content for training, marketing, manuals, and troubleshooting guides

Provide configurations, troubleshooting, and best practices to customers

Collaborate with the end customer engineering team to influence product operability

Participate in weekend on-call rotation and provide after-hours support as required

Communicate complex technical issues effectively to internal and external stakeholders

Support the development of process automation and workflow management efficiencies

Work with the services and business management to create new offerings

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Palo Alto Networks CortexAnalytical troubleshootingTechnical supportWindows OSLinux OSIOSAndroid OSMacOSDeployment toolsInternet-based technologiesIP network technologiesSIEM toolsKubernetesGCPAWSAzureBasic scripting knowledgePCNSE certificationPCNSC certificationCustomer-facing experience

Required

Minimum of 2 years of experience with Palo Alto Networks Cortex

Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)

Analytical troubleshooting skills in Linux, displaying problem-solving abilities

Strong proficiency in software and infrastructure troubleshooting, testing, and debugging

Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols

Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing

Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)

Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards

Exposure to SIEM, vulnerability management tools, and firewalls

Experience working in a collaborative, 24x7 uptime environment with rotating on-call weekend responsibilities

Comfortable collaborating across diverse cross-functional teams with open communication

Previous experience in a customer-facing technical support role (Support Engineer)

Fundamental understanding of Kubernetes, GCP, AWS, and Azure for troubleshooting cloud agent deployment and data extraction

Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)

A bachelor's degree in computer science or related discipline or equivalent military experience required (advantageous)

Palo Alto Networks PCNSE required

Preferred

PCNSC preferred

Benefits

Medical, Dental, and Vision Insurance

401k, With Matching Contributions

Short-Term/Long-Term Disability Insurance

Health Savings Account (HSA)/ Health Reimbursement Account (HRA) Options

Paid Time Off (including sick, holiday, vacation, etc.)

Tuition Reimbursement

Growth Opportunities

And more!

Company

Arrow Electronics

Glassdoor

3.7

Arrow Electronics designs, manufactures and distributes electronic components for industrial and commercial sectors. It is a sub-organization of Arrow Electronics.

Founded in 1935

Centennial, Colorado, USA

10,001+ employees