Palo Alto Technical Support Engineer

Position:Palo Alto Technical Support EngineerJob Description:WhatYou'llBe DoingTechnicalLeadership&Team ManagementAct as a Technical Team Lead of Tier 1 - 3 Support EngineersProvide coaching mentoringtodrive individual and team successConduct 1:1s,assistwith career development planningTechnical Escalation ManagementServe as the primary escalation point for complex and high-severity customer issuesDrivetimelyresolution of critical incidents whilemaintainingclear communication with stakeholdersPartner with Engineering and Product teams on defect tracking and resolutionLead root cause analysis (RCA) and post-incident reviewsCustomer ExperienceAct as a senior point of contact for enterprise customers during major incidentsProvide executive-level updates and ensure alignment on resolution plansDrive improvements in customer satisfaction (CSAT) and overall support experienceOperational ExcellenceMonitor and manage support KPIs including SLA adherence, backlog, and case agingIdentifytrends and implement process improvements to increase efficiency and qualityPromote knowledge sharing and contribute to internal knowledge base developmentSupport automation and tooling initiatives to enhance support deliveryTechnical LeadershipMaintainexpertiseacross Palo Alto Networks platforms, including:Next-Generation Firewalls (NGFW)Strata Cloud ManagerPanoramaGlobalProtectPrisma (Cloud Security)Cortex (XDR)App-ID, User-IDContent-IDSD-WANProvide guidance and troubleshooting support on networking and security technologies:TCP/IP, routing, switching, VPNsCloud environments (AWS, Azure, GCP)WhatWe'reLooking For3– 5 years of combined experience with Palo Alto, firewalls,and providingtechnical 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.PaloAltocertificationpreferred (PCNSENext-Generation Firewall Engineer, Network Security Analyst, Network Security Engineer, etc.)Able and willing to work a shift schedule with rotating on-call weekends.Work ArrangementFully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership. What's In ItForYouAt 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 - $153,998.46Actual 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 ZoneRemote 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 timeJob Category:Business SupportEEO 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)All Arrow job postings are for existing job vacanciesWe 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.