Sr. Technical Support Engineer, United States Government, XSIAM

Palo Alto Networks • Plano, TX

449d • $108,000 - $175,200

About The Position

The Senior Technical Support Engineer for the United States Government at Palo Alto Networks is responsible for providing expert technical support to customers, particularly in post-sales scenarios. This role involves troubleshooting complex technical issues, conducting root cause analysis, and collaborating with cross-functional teams to enhance product operability and customer satisfaction. The engineer will also engage in technical discussions, author documentation, and ensure timely resolution of support cases, all while maintaining a focus on cybersecurity and customer success.

Requirements

• 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 on-call responsibilities.
• Comfortable collaborating across diverse cross-functional teams with open communication.
• Previous experience in a customer-facing technical support role (Support Engineer) - advantageous.
• Fundamental understanding of Kubernetes, GCP, and AWS 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 (advantageous).

Nice To Haves

• Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch).
• Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets.

Responsibilities

• Offer technical support to customers and partners.
• Effectively manage support cases from recording to resolution, including timely follow-ups.
• Conduct fault isolation and root cause analysis for technical issues.
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base.
• Review technical content for training, marketing, manuals, and troubleshooting guides.
• Travel to customer sites for critical situations, expediting resolutions as needed.
• Provide configurations, troubleshooting, and best practices to customers.
• Collaborate with the 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.

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees.
• Mental and financial health resources.
• Personalized learning opportunities.
• Employee benefits including restricted stock units and bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree