Sr. Technical Support Engineer, USG, Strata

Sr. Technical Support Engineer, USG, Strata

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At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

• Work firsthand with public sector customers, supporting complex post‑sales concerns where analysis of situations or data requires in‑depth evaluation of many factors.
• Act as a designated customer advocate, assisting with tailored support, weekly reviews, root‑cause analysis for critical issues, release reviews, upgrade planning, and quarterly business reviews.
• Provide personalized support, becoming deeply familiar with customers’ implementation and business priorities, proactively driving best practices to continuously improve their security posture.
• Participate in technical discussions with cross‑functional teams, creating an environment of transparency that leads to better products, stronger partnerships, and enhanced cybersecurity outcomes.
• Move quickly, think strategically, and provide expert technical assistance in high‑pressure situations.
• Travel to customer sites as required and provide on‑call support, including mandatory weekend and holiday shifts.

• Offer advanced‑level technical assistance to public sector customers, ensuring prompt resolution of complex issues.
• Communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies.
• Provide tailored troubleshooting, configuration guidance, and best practices, with understanding of government compliance and security requirements.
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation in the ticketing system.
• Conduct multi‑vendor troubleshooting on complex customer engagements.
• Utilize fault isolation and root‑cause analysis skills to provide post‑sales technical support, configuration, troubleshooting, and industry best practices.
• 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 via lab replication using network simulation, lab automation, performance testing, and validation tools.
• File bug reports with engineering and develop test plans and best practices with Quality Assurance to improve overall software and hardware quality per release cycle.
• Author Technical Support Bulletins and technical documentation for training materials, marketing collateral, manuals, and problem‑solving guides.

• Minimum of 5 years of network security experience, with a preference for 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.
• 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 maintain rigorous case management practices with thorough documentation and timely updates.
• Experience interfacing with firewalls;
  Next‑Generation Firewall (NGFW) experience preferred.

• Experience working with U.S. government, federal, state, or local agencies.
• Virtualization experience (AWS, Azure, VMware, Open Stack).
• 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.

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients…