Palo Alto Networks Technical Support Engineer

1 week ago

Englewood, Colorado, United States Arrow ECS Full time
Job Description:

The Palo Alto Networks Post Sales Support Engineer is a critical role within the Arrow ECS team, focusing on Cortex. This position requires a collaborative and high-energy individual who can work across lines of business and support the Arrow ECS sales community.

The post sales support engineer will provide best practice implementation guidance and day-one support for problem resolution. They will work closely with the end customer engineering team to influence product operability and collaborate with the services and business management to create new offerings.

Responsibilities:

  • Offer technical support to customers and partners
  • Effectively manage support cases from ticketing to resolution, including timely follow-ups
  • Conduct fault isolation and root cause analysis for technical issues
  • Understand and interpret Palo Alto Networks Technical Support Bulletins and other technical documentation
  • Review technical content for training, marketing, manuals, and troubleshooting guides
  • Provide configurations, troubleshooting, and best practices to customers
  • Collaborate with the end customer engineering team to influence product operability
  • Participate in weekend on-call rotation and provide after-hours support as required
  • Communicate complex technical issues effectively to internal and external stakeholders
  • Support the development of process automation and workflow management efficiencies
  • Work with the services and business management to create new offerings

Requirements:

  • Minimum of 2 years of experience with Palo Alto Networks Cortex
  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
  • Analytical troubleshooting skills in Linux, displaying problem-solving abilities
  • Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
  • Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
  • Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
  • Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
  • Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
  • Exposure to SIEM, vulnerability management tools, and firewalls
  • Experience working in a collaborative, 24x7 uptime environment with rotating on-call weekend responsibilities
  • Comfortable collaborating across diverse cross-functional teams with open communication
  • Previous experience in a customer-facing technical support role (Support Engineer)
  • Fundamental understanding of Kubernetes, GCP, AWS, and Azure for troubleshooting cloud agent deployment and data extraction
  • Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
  • A bachelor's degree in computer science or related discipline or equivalent military experience required (advantageous)
  • Palo Alto Networks PCNSE required. PCNSC preferred.

Work Arrangement:

Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership. This position will be on a shift schedule. Work hours may range from 6:00 am EST to 7:00 pm PST.

Experience / Education:

Typically requires 5-7 years of related experience with a 4-year degree; or 3 years and an advanced degree; or equivalent work experience

What's In It For You:

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That's why we offer competitive financial compensation, including various compensation plans and a solid benefits package.

Medical, Dental, and Vision Insurance

401k, With Matching Contributions

Short-Term/Long-Term Disability Insurance

Health Savings Account (HSA)/ Health Reimbursement Account (HRA) Options

Paid Time Off

Tuition Reimbursement

Growth Opportunities

And more

Annual Hiring Range/Hourly Rate:

$98, $165,000.00

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.

The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

Location:

US-CO-Colorado (Remote Employees)

Remote work employees may be required to be present at the closest designated Arrow office for work-related purposes, at the Company's request and sole discretion.

Time Type:

Full time

Job Category:

Sales

EEO Statement:

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status.

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