Technical Support Engineer

Technical Support Engineer

Job Description:
We are looking for a Technical Support Engineer to join our Austin office! This individual is responsible for working with sales reps, business partners and end users to support Palo Alto Network firewalls and other technologies within the Arrow portfolio.

What You'll Be Doing:

  • Handle Level 1 and Level 2 inbound calls, to troubleshoot, repair, and provide guidance to end users.
  • Keeps up to date with new products that are introduced and maintains product certifications.
  • Escalate issues to Senior Engineering team or manufacturer when appropriate.
  • Maintain lab equipment, demo labs, evaluation hardware, and other functions as determined by management.
  • Learn network troubleshooting, configuration support, and partner-led demonstrations and enablement.
  • Keeps up to date with new products that are introduced and maintains product certifications.

What We're Looking For (Requirements):
  • Five or more years' experience providing technical support for enterprise software solutions
  • Experience with Firewalls including; Palo Alto Networks, Fortinet, Cisco ASA, Checkpoint
  • CCNA or Relevant networking certifications
  • Strong computer networking skills
  • Experience with network administration
  • Excellent phone and email skills, positive customer-centric attitude
  • Excellent written and verbal communication
  • High degree of analytical/Critical thinking and problem-solving abilities
  • Team player who shares ideas and resources
  • Organized, self-starter with an ability to follow through on issues under minimal supervision

Even Better If You Have:
  • A College degree in Computer Information Systems, Computer Science, Information Security, or equivalent professional experience
  • Experience supporting products with TCP/IP and SNMP networking components
  • Experience with: NAC, Endpoint Security, Cloud Security
  • Experience with systems and network monitoring tools


Time Type:
Full time

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