Job Details
Palo Alto Technical Support Engineer
**Position:**
Palo Alto Technical Support Engineer
**Job Description:**
**What You'll Be Doing**
**Technical Leadership & Team Management**
+ Act as a Technical Team Lead of Tier 1 - 3 Support Engineers
+ Provide coaching mentoring to drive individual and team success
+ Conduct 1:1s, assist with career development planning
**Technical Escalation Management**
+ Serve as the primary escalation point for complex and high-severity customer issues
+ Drive timely resolution of critical incidents while maintaining clear communication with stakeholders
+ Partner with Engineering and Product teams on defect tracking and resolution
+ Lead root cause analysis (RCA) and post-incident reviews
**Customer Experience**
+ Act as a senior point of contact for enterprise customers during major incidents
+ Provide executive-level updates and ensure alignment on resolution plans
+ Drive improvements in customer satisfaction (CSAT) and overall support experience
**Operational Excellence**
+ Monitor and manage support KPIs including SLA adherence, backlog, and case aging
+ Identify trends and implement process improvements to increase efficiency and quality
+ Promote knowledge sharing and contribute to internal knowledge base development
+ Support automation and tooling initiatives to enhance support delivery
**Technical Leadership**
+ Maintain expertise across Palo Alto Networks platforms, including:
+ Next-Generation Firewalls (NGFW)
+ Strata Cloud Manager
+ Panorama
+ GlobalProtect
+ Prisma (Cloud Security)
+ Cortex (XDR)
+ App-ID, User-ID, Content-ID
+ SD-WAN
+ Provide guidance and troubleshooting support on networking and security technologies:
+ TCP/IP, routing, switching, VPNs
+ Cloud environments (AWS, Azure, GCP)
**What We're Looking For**
+ 3 - 5 years of combined experience with Palo Alto, firewalls, and providing technical support.
+ Experience working with case management systems (Salesforce preferred).
+ Effective communication skills.
+ Team player, that enjoys working in a collaborative environment and promotes knowledge sharing.
+ Palo Alto certification preferred (PCNSE/Next-Generation Firewall Engineer, Network Security Analyst, Network Security Engineer, etc.)
+ Able and willing to work a shift schedule with rotating on-call weekends.
**Work Arrangement**
Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership.?
**What's In It For You**
At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job.?That's?why we offer competitive financial compensation, including various compensation plans and a solid benefits package.?
+ Medical, Dental, Vision Insurance?
+ 401k, With Matching Contributions?
+ Short-Term/Long-Term Disability Insurance?
+ Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options?
+ Paid Time Off?(including?sick, holiday, vacation, etc.)?
+ Tuition Reimbursement?
+ Growth Opportunities?
+ And more!?
**Annual Hiring Range/Hourly Rate:**
$93,500.00 - $153,998.46
Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.
**Location:**
US-TX-Texas (Remote Employees)-Central Time Zone
Remote work employees may be required to be present at the closest designated Arrow office for work-related purposes, at the Company's request and sole discretion.
**Time Type:**
Full time
**Job Category:**
Business Support
**EEO Statement:**
Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy) (https://cdn.phenompeople.com/CareerConnectResources/ARELUS/documents/EqualEmploymentOpportunityPolicy\_UnitedStates\_2024-1713302215740.pdf)
_All Arrow job postings are for existing job vacancies_ . _We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application._
_In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information._
Arrow Electronics, Inc.'s policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws. Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.
Palo Alto Technical Support Engineer
**Job Description:**
**What You'll Be Doing**
**Technical Leadership & Team Management**
+ Act as a Technical Team Lead of Tier 1 - 3 Support Engineers
+ Provide coaching mentoring to drive individual and team success
+ Conduct 1:1s, assist with career development planning
**Technical Escalation Management**
+ Serve as the primary escalation point for complex and high-severity customer issues
+ Drive timely resolution of critical incidents while maintaining clear communication with stakeholders
+ Partner with Engineering and Product teams on defect tracking and resolution
+ Lead root cause analysis (RCA) and post-incident reviews
**Customer Experience**
+ Act as a senior point of contact for enterprise customers during major incidents
+ Provide executive-level updates and ensure alignment on resolution plans
+ Drive improvements in customer satisfaction (CSAT) and overall support experience
**Operational Excellence**
+ Monitor and manage support KPIs including SLA adherence, backlog, and case aging
+ Identify trends and implement process improvements to increase efficiency and quality
+ Promote knowledge sharing and contribute to internal knowledge base development
+ Support automation and tooling initiatives to enhance support delivery
**Technical Leadership**
+ Maintain expertise across Palo Alto Networks platforms, including:
+ Next-Generation Firewalls (NGFW)
+ Strata Cloud Manager
+ Panorama
+ GlobalProtect
+ Prisma (Cloud Security)
+ Cortex (XDR)
+ App-ID, User-ID, Content-ID
+ SD-WAN
+ Provide guidance and troubleshooting support on networking and security technologies:
+ TCP/IP, routing, switching, VPNs
+ Cloud environments (AWS, Azure, GCP)
**What We're Looking For**
+ 3 - 5 years of combined experience with Palo Alto, firewalls, and providing technical support.
+ Experience working with case management systems (Salesforce preferred).
+ Effective communication skills.
+ Team player, that enjoys working in a collaborative environment and promotes knowledge sharing.
+ Palo Alto certification preferred (PCNSE/Next-Generation Firewall Engineer, Network Security Analyst, Network Security Engineer, etc.)
+ Able and willing to work a shift schedule with rotating on-call weekends.
**Work Arrangement**
Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership.?
**What's In It For You**
At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job.?That's?why we offer competitive financial compensation, including various compensation plans and a solid benefits package.?
+ Medical, Dental, Vision Insurance?
+ 401k, With Matching Contributions?
+ Short-Term/Long-Term Disability Insurance?
+ Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options?
+ Paid Time Off?(including?sick, holiday, vacation, etc.)?
+ Tuition Reimbursement?
+ Growth Opportunities?
+ And more!?
**Annual Hiring Range/Hourly Rate:**
$93,500.00 - $153,998.46
Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.
**Location:**
US-TX-Texas (Remote Employees)-Central Time Zone
Remote work employees may be required to be present at the closest designated Arrow office for work-related purposes, at the Company's request and sole discretion.
**Time Type:**
Full time
**Job Category:**
Business Support
**EEO Statement:**
Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy) (https://cdn.phenompeople.com/CareerConnectResources/ARELUS/documents/EqualEmploymentOpportunityPolicy\_UnitedStates\_2024-1713302215740.pdf)
_All Arrow job postings are for existing job vacancies_ . _We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application._
_In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information._
Arrow Electronics, Inc.'s policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws. Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.
Job #NLX290428215