Sr. Technical Support Engineer, USG, Strata

Your Career

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. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll 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 US 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 customer’s 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 secure—meaning you’ll need to move quickly, think strategically, and provide expert technical assistance in high-pressure situations.

• 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.

Your Experience

• 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

Skills:

• Experience working with…