Palo Alto Technical Support Engineer

WhatYou’llBe Doing

TechnicalLeadership & Team Management

• Act as a Technical Team Lead of Tier 1 - 3 Support Engineers

• Provide coaching mentoringtodrive individual and team success

• Conduct 1:1s,assistwith career development planning

Technical Escalation Management

• Serve as the primary escalation point for complex and high-severity customer issues

• Drivetimelyresolution of critical incidents whilemaintainingclear 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

• Identifytrends 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

• Maintainexpertiseacross 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)

WhatWe’reLooking For

• 3 – 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 (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 ItForYou

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!