Jobs via Dice
Sr. Technical Support Engineer, USG, Strata
Jobs via Dice, Santa Clara, California, us, 95053
Sr. Technical Support Engineer, USG, Strata
Job description for the Sr. Technical Support Engineer, USG, Strata role at Palo Alto Networks. The role involves providing advanced technical support to Public Sector customers, with post-sales concerns, cross-functional collaboration, and proactive security posture improvements. Overview
Sr. Technical Support Engineer, USG, Strata — support Public Sector customers, including tailorable post-sales support, root cause analysis, and collaboration with cross-functional teams to improve security outcomes. Responsibilities
Provide advanced-level technical assistance to Public Sector customers, ensuring prompt resolution of complex issues and tailored solutions to optimize their security infrastructure Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within 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 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. Qualifications
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 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
The team supports mission-critical operations; compensation details and benefits are provided in the posting. Equal opportunity employer; EEO statements retained. Immigration sponsorship: Is role eligible for Immigration Sponsorship? No. We will not sponsor work visas for this position.
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Job description for the Sr. Technical Support Engineer, USG, Strata role at Palo Alto Networks. The role involves providing advanced technical support to Public Sector customers, with post-sales concerns, cross-functional collaboration, and proactive security posture improvements. Overview
Sr. Technical Support Engineer, USG, Strata — support Public Sector customers, including tailorable post-sales support, root cause analysis, and collaboration with cross-functional teams to improve security outcomes. Responsibilities
Provide advanced-level technical assistance to Public Sector customers, ensuring prompt resolution of complex issues and tailored solutions to optimize their security infrastructure Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within 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 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. Qualifications
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 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
The team supports mission-critical operations; compensation details and benefits are provided in the posting. Equal opportunity employer; EEO statements retained. Immigration sponsorship: Is role eligible for Immigration Sponsorship? No. We will not sponsor work visas for this position.
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