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Palo Alto Networks Technical Support Specialist
4 weeks ago
The Palo Alto Networks Post-Sales Support Engineer with emphasis on Cortex is a critical role within the Arrow ECS Palo Alto Networks team. This position requires a collaborative and high-energy individual who can work across lines of business and support the Arrow ECS sales community.
Key Responsibilities:
- Provide technical support to customers and partners, including timely follow-ups and effective case management.
- Conduct fault isolation and root cause analysis for technical issues, utilizing Palo Alto Networks Technical Support Bulletins and other technical documentation.
- Review and provide feedback on technical content for training, marketing, manuals, and troubleshooting guides.
- Collaborate with the end customer engineering team to influence product operability and provide configurations, troubleshooting, and best practices to customers.
- Participate in weekend on-call rotation and provide after-hours support as required, communicating complex technical issues effectively to internal and external stakeholders.
- Support the development of process automation and workflow management efficiencies, working 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, along with deployment tools (SCCM, GPO, AD, JAMF).
- Strong analytical troubleshooting skills in Linux, with problem-solving abilities and 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, Email Routing.
- Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch).
- 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.
- 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.
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.
(Arrow EEO/AAP policy)We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time.
We encourage your prompt application.Arrow Electronics, Inc.'s policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws.
Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.
Arrow Electronics