Sr. Technical Support Engineer, Focused Services

Our Mission

At Palo Alto Networks®, we’re united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

Job Summary

Job Description

The Team

Technical Support - Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Job Summary

Join our team as a dynamic Technical Support Engineer, driving customer success in the cybersecurity industry by addressing complex post-sales challenges. As a designated customer advocate, you will deliver tailored support, including weekly reviews, root cause analysis, and upgrade planning to enhance security posture. You will leverage advanced methods and critical thinking to develop effective solutions and articulate intricate technical issues to diverse audiences. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance in high-pressure situations to ensure customers maintain a secure environment.

Key Responsibilities

• Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation.

• Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system.

• Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility.

• Collaborate closely with cross-functional teams-including Account, Sales, and Marketing-to drive a seamless and positive customer experience while proactively addressing critical challenges.

• Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies to enhance security posture.

• Serve as a subject matter expert on Palo Alto Networks' core technologies, identifying product defects through lab replication, network simulation, and performance testing.

• Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle.

• Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training.

• Contribute to the organization’s knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer-facing resources.

• Provide rapid, high-quality support in high-pressure situations, traveling to customer sites to expedite critical issue resolution.

• Engage in technical discussions with cross-functional teams to drive transparency, optimize security posture, and enhance cybersecurity resilience.

• Leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning tools to accelerate root-cause analysis, optimize multi-vendor troubleshooting workflows, and decrease time-to-resolution for complex network security events.

Qualifications

Required Qualifications

• Minimum of 5 years of network security experience.

• BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience or equivalent military experience required.

• Expertise in TCP/IP, LAN/WAN technologies, routing protocols (e.g, BGP, OSPF, EIGRP), and branch/center architectures.

• Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies.

• Ability to independently debug complex networks with an advanced understanding of packet flow across multiple OSI layers.

• In-depth knowledge of networking operations (TCP/UDP, SNMP, IPv6, VLSM, CIDR, NAT) and authentication protocols (LDAP, TACACS+, Radius).

• Proficiency with network troubleshooting tools such as Wireshark and GNS3.

• Excellent written and verbal communication skills, with a proven track record of communicating technical concepts to diverse audiences, including C-level executives.

• Willingness to work outside of normal business hours as business needs dictate.

Preferred Qualifications

• Virtualization experience (AWS, Azure, VMWare, OpenStack).

• Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.).

• Experience with Python or Shell scripting.

• Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.