Principal Technical Support Engineer
Core
Senior technical authority for product specialization, shaping customer support, engineer development, and product serviceability while resolving complex issues.
Role type
Principal Technical Support Engineer (Senior IC)
Builds
Cybersecurity products and services for enterprise customers
Domain
Cybersecurity / Enterprise Networking
Required skills
enterprise networking, security, advanced troubleshooting, failure analysis, cross-team influence, defect submission quality, product serviceability, mentorship, postmortem facilitation, process improvement, technical communication
Preferred skills
Palo Alto Networks Certified Network Security Architect, CCIE, expert-level networking/security certifications
Technologies
packet analysis, log analysis, lab environments, JIRA, Copilot
Responsibilities
Establish cross-team investigation standards and identify emerging risks; perform advanced diagnostics for complex engagements and NPIs; guide investigation and mitigation strategies; communicate findings to technical teams, leadership, and customers; own technical quality of defect submissions; drive product serviceability by identifying gaps in diagnostics and tooling; drive product KPIs including time to resolution and defect quality; mentor engineers and facilitate blameless postmortems; lead cross-functional projects to improve support processes; provide on-call support including weekends and holidays.
Seniority
Principal, hands-on IC with strategic influence
