Sr Technical Support Engineer, Prisma Access, United States Government

Job Description

Your Career

You will work firsthand with our valued customers to address 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 own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity.

Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Work with US Government customers to provide Technical Support of complex network issues
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support 24x7 on an as-needed basis

Qualifications

Your Experience

• Minimum of 7 years of network security experience
• Willing to work flexible and varying shift times including weekends and evenings
• Previous experience in a Technical Support environment is required
• Excellent written and verbal communication skills
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP / IP, Authentication Protocols (LDAP, RADIUS, etc.)
• Experience working with Firewall Central Management Systems
• Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
• Working knowledge of Security services (IDS / IPS, Firewalls, etc.)
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• Virtualization experience (AWS, Azure, VMWare, OpenStack)
• Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
• Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus
• Bachelor's degree or equivalent military experience required

Additional Information

The Team

Our technical support team is essential to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products.

Our dedication to our customers doesn’t stop once they sign it just evolves. Our technical team provides the behind-the-scenes support to meet our customer’s needs.

As threats and technology evolve, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised in fact, you’ll seek them out to ensure our clients are safely supported.

We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people).

We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple : we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales / com-missioned roles) is expected to be between $108,400 / yr to $175,350 / yr.

The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here .

Is role eligible for Immigration Sponsorship? : No. Please note that we will not sponsor applicants for work visas for this position.