Palo Alto Support Engineer

What You'll Be Doing

Technical Leadership & Team Management

• Lead a team of Tier 1 - 3 Support Engineers.
• Coach and mentor team members to foster individual and collective growth.
• Conduct one-on-one meetings and assist with career development planning.

Technical Escalation Management

• Act as the primary escalation point for complex and high-priority customer issues.
• Ensure timely resolution of critical incidents while providing clear communication to stakeholders.
• Collaborate with Engineering and Product teams on defect tracking and resolution efforts.
• Lead root cause analysis (RCA) and post-incident reviews.

Customer Experience

• Serve as a senior contact for enterprise customers during major incidents.
• Provide executive-level updates and ensure alignment on resolutions.
• Enhance customer satisfaction (CSAT) and overall support experience.

Operational Excellence

• Monitor support KPIs, including SLA adherence, backlog, and case aging.
• Identify trends and implement process improvements to boost efficiency and quality.
• Facilitate knowledge sharing and contribute to the internal knowledge base.
• Support automation and tooling initiatives to improve 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 such as:
  • TCP/IP, routing, switching, VPNs
  • Cloud environments (AWS, Azure, GCP)

What We're Looking For

• 3 - 5 years of experience with Palo Alto technologies and technical support.
• Familiarity with case management systems (Salesforce preferred).
• Strong communication skills.
• A collaborative team player who promotes knowledge sharing.
• Palo Alto certification preferred (PCNSE/Next-Generation Firewall Engineer, Network Security Analyst, Network Security Engineer, etc.).
• Will and ability 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.

What's In It For You

At Arrow, we value competitive compensation and benefits. That’s why we offer:

• 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, holidays, vacation, etc.)
• Tuition Reimbursement
• Growth Opportunities
• And more!

Annual Hiring Range: $93,500.00 - $153,998.46

Actual compensation may vary based on geographic location, work experience, education, and skill level.

Location: Remote employees must be in the Central Time Zone.

Time Type: Full time

Job Category: Business Support

EEO Statement: Arrow is an equal opportunity employer and follows an EEO/AAP policy.

We encourage you to apply promptly, as the position will be open for a minimum of five days, but may be extended.