Sr. Technical Support Engineer, Strata, US Government
$108,800–$176,000 year
On-site · California, United States or Texas, United States
Job Summary
Provide advanced-level technical support to U.S. government/public sector customers, delivering tailored solutions and rapid issue resolution for complex post-sales concerns. Own and document troubleshooting steps from initiation to closure, perform multi-vendor fault isolation and root-cause analysis, communicate technical solutions to both technical and executive stakeholders, and contribute to knowledge materials (Technical Support Bulletins, Knowledge Base). Act as a subject-matter expert on Palo Alto Networks core technologies relevant to public sector environments, identify defects via lab replication, file bug reports, and collaborate with QA. Travel to customer sites for critical situations and participate in on-call/rotational weekend shifts as needed. Maintain strong focus on government compliance and security requirements, and support ongoing improvements to customer security posture.
Required Qualifications
- Minimum of 5 years of network security experience
- Expertise in TCP/IP, 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
- Experience interfacing with firewalls and firewall technology (NGFW)
- Travel to customer sites as required for critical situations
- Excellent case management with thorough documentation
- BS in computer science, information technology, computer engineering, or related field—or equivalent military experience
- Willingness to work weekend/holiday shifts and on-call support
- U.S. citizenship required for role with U.S. federal government customers
- Experience with multi-vendor interoperability; virtualization experience (AWS, Azure, VMware, OpenStack) preferred
- Experience with Windows, Mac OS, and Linux debugging/administration (registries, plist) preferred
- BS in computer science, information technology, computer engineering, or related field—or equivalent military experience
- U.S. government/public sector experience preferred
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