Sr. Technical Support Engineer, United States Government, VM Specialist

Palo Alto Networks; Plano (TX); On-site; USD 108,000 - 176,000; Full time

Job summary

Join a forward-thinking company dedicated to cybersecurity, where your expertise will help protect vital digital infrastructures. As a Sr. Technical Support Engineer, you will be pivotal in resolving complex issues for public sector clients, ensuring their security needs are met with precision. This role offers the chance to work with cutting-edge technologies and collaborate with talented professionals who value innovation and integrity. Experience a workplace that prioritizes your development and well-being, while making a significant impact in a rapidly evolving industry. If you are passionate about cybersecurity and eager to tackle challenges, this opportunity is perfect for you.

Qualifications

• Strong analytical and problem-solving skills are essential for this role.
• Knowledge of security protocols and networking is crucial for success.

Responsibilities

• Provide advanced technical assistance to public sector clients.
• Manage support cases with detailed documentation and timely updates.

Skills

Effective communication skills

Analytical skills

Problem-solving skills

Knowledge of virtualization hypervisors

Basic knowledge of AWS and Azure security

Experience with firewall technologies

Understanding of networking protocols

Experience with Unix/Linux and Windows OS

Tools

VMWare ESX/ESXi

AWS

Azure

GCP

OCI

Cisco

Checkpoint

Juniper

Fortinet

Job description

Sr. Technical Support Engineer, United States Government, VM Specialist

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To comply with U.S. federal government requirements, U.S. citizenship is required for this position.

Our Mission

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 safer, more secure world each day. We are committed to innovation and disruption in cybersecurity and seek passionate individuals to shape the future of the industry.

Who We Are

We take our mission seriously and value the ideas and contributions of every team member. Our core values include innovation, collaboration, integrity, and inclusion. We support our employees' development and well-being through various programs, including flexible benefits, health resources, and personalized learning opportunities.

Job Description

Your Career

You will work directly with customers to resolve complex post-sales issues, requiring thorough analysis and technical expertise. You’ll communicate effectively with both technical and non-technical stakeholders and participate in technical discussions to improve products and services. Your role involves quick thinking and support in high-pressure situations to maintain security environments.

Your Impact

• Provide advanced technical assistance to public sector clients, ensuring quick resolution of complex issues and tailored security solutions.
• Communicate technical solutions clearly to stakeholders at all levels, including government agencies.
• Offer troubleshooting, configuration guidance, and best practices aligned with government compliance and security standards.
• Manage support cases from start to finish with detailed documentation and timely updates.
• Perform multi-vendor troubleshooting on complex customer engagements.
• Utilize fault isolation and root cause analysis to support post-sales technical needs.
• Become a subject matter expert on Palo Alto Networks' core technologies relevant to public sector environments.
• Identify product defects through lab replication and testing, and collaborate with engineering and QA teams to improve products.
• Create technical support bulletins and documentation for training, manuals, and guides.
• Travel to customer sites as needed for critical issues.
• Provide on-call support 24/7 as required.

Qualifications

• Effective communication skills across all levels and stakeholders.
• Strong analytical, problem-solving, and detail-oriented skills.
• Ability to work independently and as part of a team.
• Knowledge of virtualization hypervisors (e.g., VMWare ESX/ESXi, Hyper-V).
• Basic knowledge of AWS and Azure security features, including identity management, networking, and encryption.
• Familiarity with GCP and OCI environments.
• Experience deploying firewalls in public cloud infrastructures (AWS, Azure, GCP, OCI, Alibaba).
• Experience with firewall technologies, preferably NGFW.
• Understanding of networking protocols (TCP/IP, VLAN, OSPF, BGP) and security protocols (IPSEC, SSL-VPN).
• Experience with Unix/Linux and Windows OS.
• Additional experience with Cisco, Checkpoint, Juniper, Fortinet, scripting, and traffic generation tools is a plus.

Additional Information

The Team

Our technical support team is vital to our success, providing behind-the-scenes support to ensure customer satisfaction and security. We focus on implementing new products, transitioning systems, and resolving critical issues to protect our clients against evolving cyber threats.

Compensation

Salary ranges from $108,000 to $175,200 annually, based on experience and location, with potential bonuses and stock options. Benefits details are available on our website.

Our Commitment

We value diversity and are committed to providing accommodations for individuals with disabilities. We are an equal opportunity employer and do not sponsor work visas for this role.

Role Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Computer and Network Security