Jobs and Careers

Palo Alto Technical Support Engineer

Arrow Electronics

United StatesRemotefull_timeVerifiedPosted 10 Jan 2025

💰 $125,400/yr($98,200/yr – $125,400/yr)

About the role

Position:

Palo Alto Technical Support Engineer

Job Description:

The Palo Alto Networks Post Sales Support Engineer is an important and integral part of the Arrow ECS Palo Alto Networks team. Our post-sales engineers are collaborative and high energy post sales engineers comfortable working across lines of business and supporting the Arrow ECS sales community. The post-sales support engineer will provide best practice implementation guidance as well as day one support for problem resolution. Post sales engineers are critical to Arrow’s customers’ success.

What You Will Be Doing:

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

What We Are Looking For

Requires in-depth knowledge and experience for Palo Alto Networks Solutions (Strata, Prisma and 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.

#LI-EK1

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.