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Palo Alto Networks Italia Logo Palo Alto Networks Italia · IT - Administration

Sr. Technical Support Engineer

United States, Plano Employment contract 108800.00 - 176000.00 USD / Year · Job Posted June 15, 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

  • U.S. citizenship is required
  • Minimum of 5 years of network security experience
  • Expertise in TCP/IP, advanced knowledge of LAN/WAN technologies, and general routing/switching
  • Understanding of packet flow across multiple OSI layers
  • Extensive experience troubleshooting Remote Access VPN solutions
  • Ability to independently debug broad, complex, and unique networks with mixed media and protocols
  • Proficiency with network troubleshooting tools
  • Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates
  • Experience interfacing with firewalls and firewall technology.

Nice to have

  • Experience working with U.S. government, federal, state, or local agencies
  • Virtualization experience (AWS, Azure, VMware, OpenStack)
  • Experience with Windows, Mac OS, and Linux (debugging, editing registries, plist, etc.)
  • Multi-vendor interoperability exposure
  • Authentication protocols – LDAP, TACACS+, Radius, SAML
  • BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience—or equivalent military experience
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