Sr. Technical Support Engineer, USG, Strata

Palo Alto Networks; Plano (TX); On-site; USD 108,800 - 176,000; Full time

Job summary

A leading cybersecurity company in Texas is seeking a Sr. Technical Support Engineer to provide advanced technical support to public sector customers. The role focuses on troubleshooting and ensuring customer satisfaction while managing complex issues. Ideal candidates will have over 5 years of network security experience and a strong understanding of TCP/IP, with opportunities for further skill development and certifications. Competitive salary package included.

Qualifications

• Minimum of 5 years of experience in network security.
• Expertise in TCP/IP and routing/switching.
• Ability to debug complex networks.

Responsibilities

• Support public sector customers with post-sales technical assistance.
• Act as customer advocate with tailored support and root-cause analysis.
• Travel to customer sites and provide on-call support.

Skills

Network Security Experience

TCP/IP Expertise

LAN/WAN Technologies

VPN Troubleshooting

Network Troubleshooting Tools

Education

BS in Computer Science or related field

Tools

Firewalls

AWS

Azure

VMware

Job description

Sr. Technical Support Engineer, USG, Strata

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Overview

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.

Responsibilities

• 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.

Impact

• 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.

Qualifications

• 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.

Preferred Skills

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

Additional Information

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 after they have purchased our products. We fix integrations and critical issues as they are raised, seeking them out to ensure our clients are safely supported. We are committed to providing reasonable accommodations for all qualified individuals with a disability.

Compensation Disclosure

The compensation depends on qualifications, experience, and work location. For recipients of an offer, the starting base salary is expected to be between $108,800 and $176,000 per year, with additional options for restricted stock units and bonuses.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. We’re committed to diverse teams innovating together.

EEO and Employment

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.

Confidentiality

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

Immigration Sponsorship

Is role eligible for Immigration Sponsorship? No. We will not sponsor applicants for work visas for this position.

Seniority level: Associate
Employment type: Full‑time
Job function: Consulting
Industries: Computer and Network Security