To comply with U.S. federal government requirements, U.S. citizenship is required for this position. Our Mission At Palo Alto Networks our mission is clear: We aim to be the cybersecurity partner of choice, dedicated to protecting our digital way of life. We envision a world where each day is inherently safer and more secure than the one before. We challenge conventional methods and seek innovators committed to shaping the future of cybersecurity.
Who We Are We take our mission seriously and are relentless in safeguarding our customers. We believe every team member contributes uniquely to our success, through values developed by our employees, promoting disruptive innovation, collaboration, and integrity. As part of our dynamic team, you'll influence the future of cybersecurity. We emphasize quick learning, support individual needs, and offer diverse development and well-being programs tailored for you.
Job Description Your Career In this role, you'll partner with our esteemed customers to resolve their complex post-sales issues, necessitating deep analysis and critical thinking. You will excel at detailing intricate technical problems to both technical and non-technical audiences, facilitating productive technical discussions across multi-functional teams. Your swift, thoughtful responses are key to ensuring our clients' environments remain secure, even under pressure.
Your Impact - Provide advanced technical support to our Public Sector customers, ensuring rapid resolution of intricate issues and delivering customized solutions for optimizing their security infrastructure.
- Communicate technical solutions clearly to a variety of stakeholders, building trust and credibility within government agencies and organizations.
- Offer tailored troubleshooting and configuration guidance, knowledgeable about government compliance and security standards.
- Own support cases from initiation to resolution, meticulously documenting all steps, providing timely updates, and comprehensive closure summaries.
- Engage in multi-vendor troubleshooting during complex customer engagements, ensuring seamless experiences for public sector partners.
- Apply fault isolation and root cause analysis to deliver post-sales support and industry best practices.
- Become a subject matter expert on core technologies of Palo Alto Networks' product line relevant to public sector customers.
- Identify product issues through lab replication, utilizing simulation, automation, and testing tools.
- Collaborate with engineering teams to report bugs and enhance software and hardware quality.
- Contribute to technical documentation and training materials for internal and external audiences.
- Travel to customer sites as needed to expedite resolution during critical situations.
- Be available for on-call support 24/7 as necessary.
Your Experience - Strong communication skills to address complex technical issues with various stakeholders.
- Excellent analytical and problem-solving abilities; detail-oriented with a strategic viewpoint.
- Ability to work independently while also being a valued team collaborator.
- Familiarity with virtualization hypervisors such as VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V.
- Fundamental knowledge of AWS and Microsoft Azure installation, configuration, and administrative security features.
- Experience with firewall technologies, particularly Next-Generation Firewalls (NGFW).
- Basic understanding of Google Cloud Platform (GCP) and Oracle Cloud Infrastructure (OCI).
- Exposure to deploying firewalls across public cloud environments: AWS, Azure, GCP, OCI, and Alibaba.
- Experience in deploying networking and security services in VMware NSX for vSphere is advantageous.
- Proficient in networking protocols including TCP/IP, Ethernet, VLAN, OSPF, BGP.
- Understanding security protocols like IPSEC, SSL-VPN, and NAT.
- Familiarity with Unix/Linux and Windows operating systems.
- Knowledge of Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus.
- Experience with traffic generation tools and scripting languages is beneficial.
The Team Our technical support team is crucial to our mission and success. By providing post-sales support, you will enhance customer satisfaction and adapt to evolving cybersecurity threats. You will play a pivotal role in product implementation, addressing critical issues, and ensuring seamless integration. We pride ourselves on identifying and resolving technical problems, committed to offering industry-leading customer support.
Compensation Disclosure The compensation for this position will be tailored to qualifications, experience, and work location, ranging from $108,000 to $175,200/year, potentially including stock units and bonuses.
Our Commitment To achieve our mission, we believe in harnessing diverse talents and perspectives. We are dedicated to providing reasonable accommodations for all qualified individuals with disabilities. Palo Alto Networks is an equal opportunity employer, ensuring that all qualified applicants are considered for employment without regard to any legally protected characteristics.
Please note that this role is not eligible for immigration sponsorship.