Sr Technical Support Engineer United States Government jobs at Palo Alto

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Enablement of the TAC teams - Assist with both ad hoc Q&A and structured training throughout the year

• Ownership of critical issues. This doesn’t always mean being responsible for the case, the focus is on the technical driver of the case the customer calls about. This usually means working with the TAC case owner and engineering on a replication or verification, sending guidelines and communicating updates

• New product development - combine the responsibility of continuing our state-of-the-art technical knowledge and skills learned from prior technical support, an Enablement engineer will identify supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests

• Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs

• Develop tools for TAC – For better visibility and troubleshooting

• Filling in the gaps. Sometimes there are opportunities to “catch” a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security

Your Experience

• Experience: 7+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)

• Experience as an Enablement Engineer or an Escalations Engineer is a plus

• Experience working with Public Cloud provider technologies and services (AWS, Azure, GCP, OCI, Alibaba, etc..).

• Excellent written and verbal communication skills

• Scripting skills (JS/Python/Powershell)

• Strong proficiency in both Linux and Windows operating systems

• Kubernetes implementation and troubleshooting experience is required

• Experience training internal technical teams is a plus

You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $123200 - $199100/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Collaborate with product managers, cybersecurity researchers, AI application researchers and infrastructure software engineers
• Design and build an innovative and solid products to ensure our customers can use AI service securely
• Participate in all phases of the product development cycle, from definition, design, through implementation and test
• Implement real-time security services to customers
• Work with PLM on new feature requirement
• Work with QA and DevOps on new release deployment

Your Experience

• Solid golang/python programming skills
• Solid knowledge on HTTP 1.1/HTTP2 protocols and gRPC
• Profound knowledge on web service proxy technology especially on envoy and web assembly
• Experience in designing large distributed system and web services in the cloud
• Deep knowledge in GCP platform is a plus
• Familiar with major CSP LLM foundation models is a plus
• The candidate should be a good problem solver
• Master's degree in computer science or equivalent or equivalent military experience required

We define the industry, instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $0 - $0/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.

Your Impact

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-ups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the 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
• 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.

Your Experience

• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer
• 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
• Familiarity with SOAR platforms - writing new and expanding new playbooks using automation and scripting tools.
• 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 on-call responsibilities
• Comfortable collaborating across diverse cross-functional teams with open communication
• Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
• Fundamental understanding of Kubernetes, GCP, and AWS 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)

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $108,000/YR - $162,000YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Job Summary

We are looking for a proven first-line sales leader with great energy, leadership, and initiative to drive team performance and revenue growth for our sales team. This role will entail:

• Deeply understanding your customers’ needs by doing the research to develop insight into their priorities
• Bring support to your team by participating in and leading prospect meetings
• Deep dive into weekly territory pipeline and forecasting activities to coach direct reports on strategies to drive closure
• Actively engage in territory planning and development, relationship development and opportunity to drive revenue by supporting and assisting your team in closing opportunities
• Lead a high-performance sales culture that delivers results in bookings, sales development, and forecast accuracy while simultaneously mentoring and developing your team
• In-depth technical knowledge of our portfolio with the ability to take a holistic approach to help solve our customers' problems
• Drive and oversee team selling opportunities
• Holds team and self accountable to achieve challenging goals while maintaining a forward-thinking approach when faced with setbacks
• Ability to communicate with leaders at all levels, including C-suite and establishes open and trusting relationships
• Successfully influences others through change management
• Development of a winning team, including recruiting, hiring and training while upholding our core values.

Preferred Qualifications

• Experience and knowledge of SaaS-based architectures, ideally in a networking and/or security industry
• Experience with channel and partner sales models
• Proven leader with the ability to create high performing teams in a rapidly growing sales environment
• Year over year track record of successful sales pipeline management and results
• Highly driven individual with an execution focus and a strong sense of urgency with an entrepreneurial mindset
• Track record of consistently delivering revenue numbers and goals while maintaining a focus on team development and growth
• Capable of successfully managing significant client escalations and issues
• Excellent at influencing others, both externally and internally; ability to communicate effectively and build consensus across various functional groups to achieve goals
• You're a leader and you know that to get the best results, you also have to be a great team player, building excellent rapport and collaboration with cross-functional teams

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $332400/YR - $457050/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

This role may require travel to and from Palo Alto Networks, Inc. business meetings and events and requires reliable transportation to do so. If a hire chooses to drive in connection with company business, the hire for this role must maintain a valid driver’s license.

We define the industry, instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

Key Responsibilities

• Design and build innovative, scalable software products to ensure our customers can use AI securely
• Own new features/functionality from start to finish. Participate in all phases of the product development cycle, from definition, design, through implementation and test. Ensure that applications are production-ready, scalable, and reliable
• Collaborate with product managers, frontend software engineers, product designers, and infrastructure engineers to shape the future of Prisma AIRS Model Security
• Operate production services with hundreds of enterprise customers as a true owner, ensuring that Prisma AIRS customers experience top-notch reliability, availability, and performance
• Develop expertise in new technologies and keep up with the rapidly evolving AI security landscape

Preferred Qualifications

• Expertise in at least one programming language such as modern Python (type hints, Pydantic, etc), Go, Java, C#, or C++
• 8+ years experience in designing large distributed system and web services in the cloud
• Experience writing comprehensive unit, integration, and end-to-end tests
• Experience with a major cloud provider like GCP (preferred), AWS, or Azure
• Experience with CI/CD pipelines, GitLab, and Grafana is a plus
• Experience partnering with front end engineers (collaborate on schema required to power a UI, for example) is a plus
• Excellent written and verbal communication, able to collaborate and convey ideas effectively
• Self-disciplined, self-managed, self-motivated, and strong sense of ownership, urgency, and drive
• Ready to understand and dissect new technology stacks quickly
• Excited about working in an agile and fast paced environment.
• BS or MS in Computer Science, a related field, or equivalent professional experience or equivalent military experience

Salary Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $147000/YR - $237500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

We define the industry, instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

Key Responsibilities

• Design and build innovative, scalable software products to ensure our customers can use AI securely
• Own new features/functionality from start to finish. Participate in all phases of the product development cycle, from definition, design, through implementation and test. Ensure that applications are production-ready, scalable, and reliable
• Collaborate with product managers, frontend software engineers, product designers, and infrastructure engineers to shape the future of Prisma AIRS Model Security
• Operate production services with hundreds of enterprise customers as a true owner, ensuring that Prisma AIRS customers experience top-notch reliability, availability, and performance
• Develop expertise in new technologies and keep up with the rapidly evolving AI security landscape

Preferred Qualifications

• Expertise in at least one programming language such as modern Python (type hints, Pydantic, etc), Go, Java, C#, or C++
• 8+ years experience in designing large distributed system and web services in the cloud
• Experience writing comprehensive unit, integration, and end-to-end tests
• Experience with a major cloud provider like GCP (preferred), AWS, or Azure
• Experience with CI/CD pipelines, GitLab, and Grafana is a plus
• Experience partnering with front end engineers (collaborate on schema required to power a UI, for example) is a plus
• Excellent written and verbal communication, able to collaborate and convey ideas effectively
• Self-disciplined, self-managed, self-motivated, and strong sense of ownership, urgency, and drive
• Ready to understand and dissect new technology stacks quickly
• Excited about working in an agile and fast paced environment.
• BS or MS in Computer Science, a related field, or equivalent professional experience or equivalent military experience

Salary Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $147000/YR - $237500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• You will serve as the Professional Services leader for your team, ensuring service delivery exceeds customer expectations and drives high levels of customer engagement.

• Own the comprehensive financial and operational management of the business, which includes executing all activities tied to defined goals such as accelerating backlog retirement and ensuring accurate revenue.

• Your leadership will drive operational excellence and ensure consistent operational discipline and accurate reporting, including ownership of key business metrics such as utilization and customer satisfaction .

• Ensure your team is appropriately staffed and has the necessary capacity to achieve quarterly goals, effectively managing a diverse mix of delivery resources (e.g., regional and global delivery teams) to achieve optimal efficiency.

• Champion the integration of AI/ML tools to optimize internal Professional Services operations, drive efficiency in service delivery, and develop innovative execution strategies to increase team productivity.

• A significant portion of your impact is external: collaborating with the sales leadership team, product, portfolio and support teams where you will act as the Professional Services liaison to enable client success. You will build strong customer relationships and be the point of contact for successfully handling customer escalations to maintain high customer satisfaction.

• Focus on the efficient delivery of standardized professional service offerings, focusing on accelerating the customer's time-to-value (TTV) and enforcing high-quality, standardized service delivery methodologies across all engagements.

Your Experience

• 7+ years leading and scaling Professional Services or Customer Success teams responsible for the successful deployment and ongoing operation of complex enterprise security architectures.

• 5+ years of experience in a management role overseeing technical consultants, architects, Customer Success Engineers or Resident Engineers/Extended Expertise staff , with teams of 10+ technical resources.

• Proven expertise in managing the full Professional Services or Customer Success project lifecycle from pre-sales through to successful project closeout and revenue recognition .

• Strong foundational understanding of Internet security concepts and products , with a deep demonstrated knowledge of NGFW and SASE (Secure Access Service Edge) architecture and its components.

• Demonstrated experience running a profitable Professional Services or Customer Success business , including achieving revenue/margin targets, managing backlog, health and optimizing project closure rates.

• Skilled in key business systems, including:

  • Experience with Professional Services Automation tools (e.g., Clarizen, Certina, Kantata) for tracking metrics like utilization, time-off, and backlog.

  • Experience with Sales Management tools (e.g., Salesforce) for revenue forecasting and pipeline review.

  • Experience with Business Intelligence tools (e.g., Tableau) for reporting on key operational metrics.

• Demonstrated ability to manage critical customer escalations effectively and ensure prompt resolution for high-profile clients .

• Excellent written and verbal communication skills with the ability to clearly articulate complex technical knowledge to non-technical individuals and leadership .

• Bachelor’s Degree or equivalent military experience.

• Ability to travel up to 25% domestically to customer sites and internal business meetings.

• US Government DoD Active Top Secret Clearance or higher.

As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $178000 - $245500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.