Senior Technical Support Engineer

Role Overview

• 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.

Requirements

• 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

Tech Stack

• Firewalls
• Switching
• TCP/IP

Benefits

• Health insurance
• Paid time off
• Retirement plans
• Professional development opportunities
• Flexible work arrangements