Jobs via Dice
Senior Technical Support Engineer, US Government, VM Specialist
Jobs via Dice, Plano, Texas, us, 75086
Senior Technical Support Engineer, US Government, VM Specialist
2 days ago - Be among the first 25 applicants
U.S. citizenship is required for this position.
Company Description
We are Palo Alto Networks, a cybersecurity company focused on protecting the digital world. Our mission is to be the cybersecurity partner of choice by safeguarding businesses and governments from evolving threats.
Our Mission
Being the cybersecurity partner of choice, protecting our digital way of life. A world where each day is safer and more secure than the one before. We challenge and disrupt the way things are done and look for innovators who are committed to shaping the future of cybersecurity.
Who We Are
Collaboration thrives in person. Most of our teams work from the office full time with flexibility when needed, supporting real-time problem-solving and strong relationships.
Job Description
You will work firsthand with our valued customers to address their complex post‑sales concerns and perform in‑depth evaluations. You will also assist the US Government (USG) team as a customer advocate, providing tailored support, weekly reviews, root‑cause analysis, release reviews, upgrade planning, and quarterly business reviews. Your quick thinking and support are essential to keep environments secure in high‑pressure situations.
Your Impact
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 with government agencies.
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.
Be a subject‑matter expert on core technologies of the Palo Alto Networks product line, especially 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 for critical situations to expedite resolution as required.
Provide on‑call support 24x7 on an as‑needed basis.
Qualifications
U.S. citizenship is required for this position.
Your Experience
Able to effectively communicate to all levels and stakeholders – internally and externally on complex technical issues.
Strong analytical and problem‑solving skills, self‑motivated and detail‑oriented with the ability to see the bigger picture.
Ability to work independently and as part of a team.
Knowledge of one or more virtualization hypervisors – VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper‑V.
Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services, including identity and access management, service‑related security features, networking, firewalls, encryption, and related best practices.
Experience interfacing with firewalls and firewall technology. Next‑Generation Firewall (NGFW) experience preferred.
Demonstrates basic knowledge of Google Cloud Platform and Oracle Cloud Infrastructure (OCI).
Knowledge of deploying firewalls in one or more public cloud infrastructures: AWS, Azure, Google Cloud Platform, OCI, and Alibaba.
Experience deploying third‑party networking and security services into VMware NSX for vSphere is a plus.
Good understanding of networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP).
Good understanding of security protocols (IPSec/SSL‑VPN/NAT).
Good understanding of Unix/Linux and Windows operating systems.
Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus.
Knowledge of traffic generation tools and scripting languages is a plus.
Additional Information 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. We keep our technical team behind the scenes to meet customer needs, evolving with new threats and technology.
Compensation Disclosure The compensation offered for this position will depend on qualifications, experience, and work location. Starting base salary is expected to be between $108,000 – $162,000 per year, with possible restricted stock units and a bonus. Additional benefits information can be found here.
Our Commitment We are problem solvers who take risks and challenge cybersecurity's status quo. We believe in a mission‑driven culture and diverse teams that innovate together.
Equal Opportunity We are committed to providing reasonable accommodations for all qualified individuals with a disability. This is an equal‑opportunity employer. We do not discriminate on the basis of age, ancestry, color, gender identity or expression, national origin, disability, or any other legally protected characteristic. All applicant information will be kept confidential in line with EEO guidelines.
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U.S. citizenship is required for this position.
Company Description
We are Palo Alto Networks, a cybersecurity company focused on protecting the digital world. Our mission is to be the cybersecurity partner of choice by safeguarding businesses and governments from evolving threats.
Our Mission
Being the cybersecurity partner of choice, protecting our digital way of life. A world where each day is safer and more secure than the one before. We challenge and disrupt the way things are done and look for innovators who are committed to shaping the future of cybersecurity.
Who We Are
Collaboration thrives in person. Most of our teams work from the office full time with flexibility when needed, supporting real-time problem-solving and strong relationships.
Job Description
You will work firsthand with our valued customers to address their complex post‑sales concerns and perform in‑depth evaluations. You will also assist the US Government (USG) team as a customer advocate, providing tailored support, weekly reviews, root‑cause analysis, release reviews, upgrade planning, and quarterly business reviews. Your quick thinking and support are essential to keep environments secure in high‑pressure situations.
Your Impact
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 with government agencies.
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.
Be a subject‑matter expert on core technologies of the Palo Alto Networks product line, especially 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 for critical situations to expedite resolution as required.
Provide on‑call support 24x7 on an as‑needed basis.
Qualifications
U.S. citizenship is required for this position.
Your Experience
Able to effectively communicate to all levels and stakeholders – internally and externally on complex technical issues.
Strong analytical and problem‑solving skills, self‑motivated and detail‑oriented with the ability to see the bigger picture.
Ability to work independently and as part of a team.
Knowledge of one or more virtualization hypervisors – VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper‑V.
Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services, including identity and access management, service‑related security features, networking, firewalls, encryption, and related best practices.
Experience interfacing with firewalls and firewall technology. Next‑Generation Firewall (NGFW) experience preferred.
Demonstrates basic knowledge of Google Cloud Platform and Oracle Cloud Infrastructure (OCI).
Knowledge of deploying firewalls in one or more public cloud infrastructures: AWS, Azure, Google Cloud Platform, OCI, and Alibaba.
Experience deploying third‑party networking and security services into VMware NSX for vSphere is a plus.
Good understanding of networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP).
Good understanding of security protocols (IPSec/SSL‑VPN/NAT).
Good understanding of Unix/Linux and Windows operating systems.
Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus.
Knowledge of traffic generation tools and scripting languages is a plus.
Additional Information 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. We keep our technical team behind the scenes to meet customer needs, evolving with new threats and technology.
Compensation Disclosure The compensation offered for this position will depend on qualifications, experience, and work location. Starting base salary is expected to be between $108,000 – $162,000 per year, with possible restricted stock units and a bonus. Additional benefits information can be found here.
Our Commitment We are problem solvers who take risks and challenge cybersecurity's status quo. We believe in a mission‑driven culture and diverse teams that innovate together.
Equal Opportunity We are committed to providing reasonable accommodations for all qualified individuals with a disability. This is an equal‑opportunity employer. We do not discriminate on the basis of age, ancestry, color, gender identity or expression, national origin, disability, or any other legally protected characteristic. All applicant information will be kept confidential in line with EEO guidelines.
#J-18808-Ljbffr