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Palo Alto Networks Italia Logo Palo Alto Networks Italia · IT - Software Development

Sr. Technical Support Engineer, VM Specialist, US Government

United States, Plano Employment contract 108800.00 - 176000.00 USD / Year · Job Posted July 02, 2026
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Job Responsibility

  • 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
  • Be a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector 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
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • Provide support that includes mandatory weekend, holiday shift work and on-call support

Requirements

  • Minimum of 5 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
  • Basic knowledge of AWS and Microsoft Azure installation, configuration, and administration of security features
  • Basic 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
  • Good understanding of networking protocols including TCP/IP, Ethernet, VLAN, OSPF, and BGP
  • Good understanding of security protocols including IPSEC, SSL-VPN, and NAT
  • Good understanding of Unix/Linux and Windows operating systems
  • U.S. citizenship is required for this position

Nice to have

  • 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

What we offer

  • restricted stock units and a bonus
  • employee benefits
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