Principal Technical Support Engineer
Core
Lead technical support strategy, automation, and enablement for the Global Customer Support team to improve TAC efficiency and scalability.
Role type
Principal Technical Support Engineer (Strategy & Enablement)
Builds
AI-led support workflows, automation tools, and training programs for global TAC engineers
Domain
Cybersecurity / Network Security
Deliverable
production ML models | infrastructure
Required skills
Technical support strategy, cross-functional leadership, TCP/IP, routing protocols (BGP, OSPF), LAN/WAN architectures, network security (Firewalls, VPNs, PKI, IPS), scripting for automation, data analysis, KPI reporting
Preferred skills
Palo Alto Networks product experience, AI/ML in operational workflows, C programming
Technologies
BGP, OSPF, Firewalls, VPNs, PKI, IPS
Responsibilities
Spearhead TAC efficiency initiatives via AI and automation; Develop training programs for global TAC engineers; Collaborate with Product/Engineering to integrate support requirements; Analyze root causes and implement permanent fixes; Represent TAC needs to leadership; Optimize support workflows and business processes
Seniority
Principal, strategic leadership & mentorship
