Arrow ElectronicsRemote
Palo Alto Technical Support Engineer
United States of America
Full Time
2 weeks ago
$94,000 - $154,000 USD
H1B Sponsor Likely
Key skills
AWSAzureGCPPrismaSalesforceLeadershipMentoringCommunicationNetwork SecurityCloud SecurityFirewall
About this role
Arrow Electronics is a global provider of technology solutions and they are seeking a Palo Alto Technical Support Engineer. The role involves providing technical leadership, managing escalations, and ensuring customer satisfaction while leading a team of support engineers.
Responsibilities:
- Act as a Technical Team Lead of Tier 1 - 3 Support Engineers
- Provide coaching mentoring to drive individual and team success
- Conduct 1:1s, assist with career development planning
- Serve as the primary escalation point for complex and high-severity customer issues
- Drive timely resolution of critical incidents while maintaining clear communication with stakeholders
- Partner with Engineering and Product teams on defect tracking and resolution
- Lead root cause analysis (RCA) and post-incident reviews
- Act as a senior point of contact for enterprise customers during major incidents
- Provide executive-level updates and ensure alignment on resolution plans
- Drive improvements in customer satisfaction (CSAT) and overall support experience
- Monitor and manage support KPIs including SLA adherence, backlog, and case aging
- Identify trends and implement process improvements to increase efficiency and quality
- Promote knowledge sharing and contribute to internal knowledge base development
- Support automation and tooling initiatives to enhance support delivery
- Maintain expertise across Palo Alto Networks platforms, including: Next-Generation Firewalls (NGFW), Strata Cloud Manager, Panorama, GlobalProtect, Prisma (Cloud Security), Cortex (XDR), App-ID, User-ID, Content-ID, SD-WAN
- Provide guidance and troubleshooting support on networking and security technologies: TCP/IP, routing, switching, VPNs, Cloud environments (AWS, Azure, GCP)
Requirements:
- 3 – 5 years of combined experience with Palo Alto, firewalls, and providing technical support
- Experience working with case management systems (Salesforce preferred)
- Effective communication skills
- Team player, that enjoys working in a collaborative environment and promotes knowledge sharing
- Able and willing to work a shift schedule with rotating on-call weekends
- Palo Alto certification preferred (PCNSE/Next-Generation Firewall Engineer, Network Security Analyst, Network Security Engineer, etc.)