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Palo Alto Networks · 4 hours ago

Sr. Technical Support Engineer, USG, Strata (Swing Shift)

Plano, TX

Full-time

Onsite

Senior Level

$109K/yr - $176K/yr

5+ years exp

Palo Alto Networks is a cybersecurity company dedicated to protecting the digital way of life. The Sr. Technical Support Engineer will work closely with Public Sector customers, providing advanced technical assistance and tailored support to resolve complex issues and optimize their security infrastructure.

Cloud SecurityCyber SecurityNetwork SecuritySecurity

Growth Opportunities

No H1B

U.S. Citizen Only

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

Qualification

Network security experienceTCP/IP expertiseRemote Access VPN troubleshootingLAN/WAN technologiesNetwork troubleshooting toolsFirewall technology experienceRoot cause analysisMulti-vendor interoperabilityAuthentication protocolsVirtualization experienceOperating systems experienceTechnical documentation

Required

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

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

Please note this is a swing shift position (Working Hours 2:00pm - 11:00pm Central Time)

Preferred

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