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. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Requirements

Minimum of 5 years of network security experience, with a preference for experience supporting government or public sector clients
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. Next-Generation Firewall (NGFW) experience preferred

Benefits

Health insurance
Paid time off
Retirement plans
Professional development opportunities
Flexible work arrangements

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

network securityTCP/IPLAN technologiesWAN technologiesroutingswitchingRemote Access VPNnetwork troubleshootingfault isolationroot cause analysis

Soft Skills

technical assistancecommunicationtroubleshootingdocumentationownershipproblem-solvingcustomer supportcredibilitytrustcase management