As a Senior Palo Alto Networks Support Engineer, you'll troubleshoot and optimize Palo Alto products, collaborate with partners, and resolve complex support issues to drive customer success.
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
As a Senior Palo Alto Networks Support Engineer in our Partner ASC program, you will be the go-to expert for troubleshooting, configuring, and optimizing Palo Alto Networks technologies. You'll collaborate with partners to ensure seamless support delivery, resolve complex issues, and drive customer success in a fast-paced environment. This role demands a passionate, innovative problem-solver who thrives on technical challenges and excels at building strong relationships.
Key Responsibilities:
- Provide advanced technical support for Palo Alto Networks products, including next-generation firewalls (NGFW), Panorama management, Prisma Access, Cortex XDR, and other security platforms, to partners and end-user customers within the ASC framework.
- Manage and resolve support cases from initiation to closure, utilizing phone, email, web-based tools, and remote sessions to diagnose issues related to network security, VPN, threat detection, and cloud integrations.
- Assist ASC partners in maintaining compliance with Palo Alto Networks' stringent program requirements, including generating asset reports, conducting audits, and ensuring high-quality service delivery.
- Collaborate with cross-functional teams, including engineering, sales, and product management, to escalate critical issues, influence product improvements, and share best practices.
- Conduct root cause analysis for complex problems, develop custom configurations, and implement proactive measures to prevent recurring issues.
- Deliver training and knowledge transfer sessions to junior engineers and partners on Palo Alto Networks technologies and ASC processes.
- Monitor system performance, analyze logs, and recommend optimizations to enhance security postures and operational efficiency.
- Stay ahead of emerging threats and updates by participating in Palo Alto Networks certifications, webinars, and community forums.
- Contribute to technical documentation, support bulletins, and knowledge base articles to elevate the overall support ecosystem.
Required Qualifications & Skills:
- Provide advanced technical support for Palo Alto Networks products, including next-generation firewalls (NGFW), Panorama management, Prisma Access, Cortex XDR, and other security platforms, to partners and end-user customers within the ASC framework.
- Manage and resolve support cases from initiation to closure, utilizing phone, email, web-based tools, and remote sessions to diagnose issues related to network security, VPN, threat detection, and cloud integrations.
- Assist ASC partners in maintaining compliance with Palo Alto Networks' stringent program requirements, including generating asset reports, conducting audits, and ensuring high-quality service delivery.
- Collaborate with cross-functional teams, including engineering, sales, and product management, to escalate critical issues, influence product improvements, and share best practices.
- Conduct root cause analysis for complex problems, develop custom configurations, and implement proactive measures to prevent recurring issues.
- Deliver training and knowledge transfer sessions to junior engineers and partners on Palo Alto Networks technologies and ASC processes.
- Monitor system performance, analyze logs, and recommend optimizations to enhance security postures and operational efficiency.
- Stay ahead of emerging threats and updates by participating in Palo Alto Networks certifications, webinars, and community forums.
- Contribute to technical documentation, support bulletins, and knowledge base articles to elevate the overall support ecosystem.
Preferred Qualifications:
- Experience supporting Palo Alto Networks' SASE (Secure Access Service Edge) or Prisma Cloud solutions.
- Prior involvement in ASC or similar partner programs, with knowledge of compliance reporting and customer asset management.
- Advanced certifications like PCCET, PCDRA, or PSE.
- Background in incident response, threat hunting, or SOC operations.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
USA Employment Benefits include:
- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.
Top Skills
Cortex Xdr
Next-Generation Firewalls
Palo Alto Networks
Panorama Management
Prisma Access
Prisma Cloud
Sase
Similar Jobs
AdTech • Digital Media • Marketing Tech
Manage complex projects ensuring on-time delivery, budget adherence, and oversee audit and governance processes, while coordinating cross-functional teams.
AdTech • Digital Media • Marketing Tech
Manage complex projects related to audit readiness, governance programs, and risk analysis while ensuring timely completion and adherence to organizational policies.
AdTech • Digital Media • Marketing Tech
Manage complete life cycle of complex projects, ensuring adherence to audit and governance programs, analyzing data, and leading strategic initiatives.
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
