Technical Support Engineer for Palo Alto Networks

5 days ago


Salt Lake, Utah, United States Arrow Electronics, Inc. Full time

Join Arrow Electronics, Inc. as a Technical Support Engineer for Palo Alto Networks and be part of a collaborative and high-energy team. We're seeking an experienced professional to provide best practice implementation guidance and day-one support for problem resolution.

About the Role

This critical position is integral to our customers' success, requiring excellent analytical troubleshooting skills, strong proficiency in software and infrastructure troubleshooting, testing, and debugging. The ideal candidate will have a solid understanding of IP network technologies and performance monitoring/troubleshooting software tools, as well as experience working in a 24x7 uptime environment with rotating on-call weekend responsibilities.

Key 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
Requirements

We're looking for a highly skilled professional with:

  • A minimum of 5-7 years of related experience with a 4-year degree; or 3 years and an advanced degree; or equivalent work experience
  • Palo Alto Networks PCNSE certification required, PCNSC preferred
  • Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
  • Analytical troubleshooting skills in Linux, displaying problem-solving abilities
  • 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
What We Offer

At Arrow Electronics, Inc., 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 (including sick, holiday, vacation, etc.)
  • Tuition Reimbursement
  • Growth Opportunities
  • And more

The estimated salary for this role is $98,200.00 - $140,800.00 per year, depending on location, experience, education, and skill level.



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