Palo Alto Technical Support Engineer

Position:
Palo Alto Technical Support Engineer
Job Description:
The Palo Alto Networks Post Sales Support Engineer with emphasis on Cortex 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

• 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
Annual Hiring Range/Hourly Rate:
$98,200.00 - $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.