Sr. Technical Support Engineer, Focused Services, NGFW

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

Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Senior Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post-sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors. As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise. In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. You will develop an in-depth understanding of each customer’s unique implementation and business objectives, proactively driving best practices to enhance their security posture. Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance often in high-pressure situations, ensuring our customers feel supported every step of the way.

Key Responsibilities

• Expert Troubleshooting & Fault Isolation: Deliver expert-level technical assistance to customers, taking complete ownership of support cases including multi-vendor troubleshooting and fault isolation. Replicate customer network issues and validate configurations in a lab environment to expedite resolution.

• AI Optimization & Troubleshooting: 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.

• Customer Advocacy & Strategic Support: Act as a designated advocate driving customer success. Understand unique implementations and business objectives to deliver tailored support, including structured weekly reviews, root cause analysis, upgrade planning, release assessments, and QBRs.

• Cross-Functional Collaboration: Partner effectively with stakeholders beyond the immediate domain, engaging with cross-functional teams (Account, Sales, Engineering, QA) to address software defects, enhancements, and strategic customer requests.

• Knowledge Base & Technical Asset Authoring: Author Technical Support Bulletins and troubleshooting guides to enhance internal and customer-facing resource repositories. Driving technical enablement by conducting screenings and onboarding new hires on technical/soft skills.

• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Qualifications

• 5+ years of progressive experience in network security or enterprise technical support engineering.

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

• Advanced Network Analysis & OSI Debugging: Deep understanding of packet flow across multiple OSI layers, along with advanced knowledge of networking operations (TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT).

• Diagnostic Tool Expertise: High proficiency with advanced network troubleshooting tools (e.g., Wireshark, tcpdump, GNS3).

• Authentication Integration: Strong grasp of enterprise authentication and directory protocols (LDAP, TACACS+, Radius).

• Stakeholder Communication: Excellent written and verbal communication skills; proven track record of clearly articulating technical issues to both technical and non-technical audiences, explaining technical impact in crisp business terms to executive and C-level stakeholders.

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 to automate troubleshooting data collection.

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

While the Company will consider applicants who have current work authorization and require a transfer of an existing H-1B visa, the Company is not currently considering applicants who require new visa sponsorship (including new H-1B petitions) or individuals currently in OPT/CPT status who will require future sponsorship to maintain work authorization.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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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  accommodations@paloaltonetworks.com.

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?: Yes