Senior Technical Support Engineer, US Government, VM Specialist

Your CareerYou will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.As part of our U.S. Government (USG) team, you will be a designated customer advocate, assisting in providing tailored support, weekly reviews, root cause analysis for critical issues, release reviews, upgrade planning, and quarterly business reviews. You will provide personalized support and become deeply familiar with your customer’s implementation and business priorities, proactively driving best practices to help continuously improve their security posture.You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).Your ImpactOffer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructureEffectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizationsProvide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirementsTake ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing systemConduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partnersUtilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customersBe a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customersIdentify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation toolsFile 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 cycleAuthor Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guidesTravel to customer sites in the event of a critical situation to expedite resolution as requiredProvide 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.