Sr Technical Support Engineer, SaaS, US Government Support (Dallas, TX)
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of 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.
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will provide post sales technical support to Palo Alto Networks End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. You’ll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.Job Description
- Work with US Government customers to provide Technical Support of complex SaaS architectures and network issues
- Provide Technical Support to customers and partners
- Provide configurations, troubleshooting and best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Travel to customer sites in the event of a critical situation to expedite resolution as required
- Provide on-call support 24x7 on an as-needed basis
U.S. Citizenship status is required
Deep technical knowledge and technical support with a strong customer focus or related experience
Willing to work flexible and varying shift times including weekends and evenings
Able to effectively communicate both verbally and in written form to all levels and stakeholders - internally and externally on complex technical issues
Possess working knowledge of Palo Alto Networks products and technology
Shown ability to independently debug broad, complex, and rare networks with mixed media and protocols required
Ability to work well is a diverse team environment
Experience with DLP, Data Patterns and data governance
Experience with Linux and Unix systems
Required experience with Cloud Security
Required experience with AWS, Azure, and/or GCP
Knowledge of CASB service is a big plus
Knowledge of Web Browser based debugging native and 3rd party (e.g., Chrome Developer Tools, Fiddler)
Working knowledge of database querying
Working knowledge of leveraging REST API
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. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.
You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected]
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.
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting salary (includes on-target earnings = base + on target incentives for sales roles) is expected to be between $105,300/yr - $154,800/yr The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
All your information will be kept confidential according to EEO guidelines.
Covid-19 Vaccination Information for Palo Alto Networks Jobs
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.