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!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

Your Career
As a Senior Technical Support Engineer, you will be heavily engaged to personalize their customers’ experience and ensure a successful Palo Alto Networks product experience. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers’ teams. You will engage both proactively and reactively with the customer to address any Palo Alto Networks technology technical needs. You will also provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value.
This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in call tracking system and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with developers to resolve technical issues.
Your Impact
Provide reactive/proactive technical support to top-tier customers
Provide configuration review, troubleshooting and best practices to named customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts

Qualifications

Your Experience
4+ years of experience in client-facing, technical support type roles
Excellent written and verbal communication skills
Experience in TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP)
Experience with Palo Alto Networks products and technology
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
Experience with Authentication Protocols (Radius / TACACS) is preferred
Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms
Ability to summarise a situation clearly for executives internally and externally, and in delivering presentations to senior stakeholders
Flexibility to work shift hours as required, including afternoons, evenings, and weekends

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.