Staff Technical Support Engineer, VM Specialist, US Government

About the role

To comply with U.S. federal government requirements, U.S. citizenship is required for this position.

Responsibilities

• Offer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure.
• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations.
• Provide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements.
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system.
• Conduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners.
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers.
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools.
• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle.
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides.
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Qualifications

• Qualifications Required:
  • 8+ years of network security experience, with a preference for experience supporting government or public sector clients.
  • Able to effectively communicate complex technical issues to all levels and stakeholders, both internally and externally.
  • Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture.
  • Ability to work independently as well as contribute as a team player.
  • Knowledge of one or more virtualization hypervisors: VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, or Microsoft Hyper-V.
  • Knowledge of AWS and Microsoft Azure installation, configuration, and administration of security features.
  • Knowledge of Google Cloud Platform (GCP) and Oracle Cloud Infrastructure (OCI).
  • Knowledge of deploying firewalls in one or more public cloud infrastructures such as AWS, Azure, GCP, OCI, and Alibaba.
  • Strong understanding of networking protocols including TCP/IP, Ethernet, VLAN, OSPF, and BGP.
  • Strong understanding of security protocols including IPSEC, SSL-VPN, and NAT.
  • Strong understanding of Unix/Linux and Windows operating systems.
• Preferred Qualifications:
  • Experience deploying third-party networking and security services into VMware NSX for vSphere.
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), or Fortinet products.
  • Knowledge of traffic generation tools and scripting languages.
  • Previous experience supporting Palo Alto Networks Products.
  • Familiarity with AI Concepts.

Compensation

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

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 accommodations@paloaltonetworks.com.

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. All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?

No. Please note that we will not sponsor applicants for work visas for this position.