Job Information
Arrow Electronics Palo Alto Technical Support Engineer in Nashville, Tennessee
Position:
Palo Alto Technical Support Engineer
Job Description:
What You’ll Be Doing
Technical Leadership & Team Management
Act as a Technical Team Lead of Tier 1 - 3 Support Engineers
Provide coaching mentoring to drive individual and team success
Conduct 1:1s, assist with career development planning
Technical Escalation Management
Serve as the primary escalation point for complex and high-severity customer issues
Drive timely resolution of critical incidents while maintaining clear 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
Identify trends 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
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:
TCP/IP, routing, switching, VPNs
Cloud environments (AWS, Azure, GCP)
What We’re Looking For
3 – 5 years of combined experience with Palo Alto, firewalls, and providing technical 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.
Palo Alto certification preferred (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 It For You
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!
Annual Hiring Range/Hourly Rate:
$93,500.00 - $153,998.46
Actual 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 Zone
Remote 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 time
Job Category:
Business Support
EEO 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) (https://cdn.phenompeople.com/CareerConnectResources/ARELUS/documents/EqualEmploymentOpportunityPolicy_UnitedStates_2024-1713302215740.pdf)
All Arrow job postings are for existing job vacancies . We 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.
Arrow Electronics, Inc.'s policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws. Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.