Senior Technical Support Engineer

About Us

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.

We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. Our values—Disruption, Collaboration, Execution, Integrity, and Inclusion—define how we shape the future of cybersecurity. We believe collaboration thrives in person, so most teams work from the office full time, with flexibility when needed. This model supports real-time problem-solving, stronger relationships, and precision that drives great outcomes.

About the Role

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, analyzing situations or data with 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.

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. Your ability to articulate intricate technical issues to both technical and non-technical audiences will enable seamless collaboration with stakeholders beyond your immediate domain.

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.

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 quarterly business reviews (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. Drive technical enablement by conducting screenings and onboarding new hires on technical and 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.

Requirements

• 5+ years of progressive experience in network security or enterprise technical support engineering.
• BS in Computer Science, Information Technology, Computer Architecture, Electrical Engineering, Mathematics, or related experience/equivalent military experience.
• 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).

Pay

The starting base salary for this position is expected to be in the range of $103,400.00 - $167,200.00 per year, depending on qualifications, experience, and work location. The offered compensation may also include restricted stock units and a bonus.

Benefits

A description of our employee benefits may be found here.