Sr. Technical Support Engineer, Focused Services, NGFW

About the role

We are seeking a dynamic and proactive Senior Technical Support Engineer to join our team. This role involves working closely with our valued customers to address complex post-sales challenges, leveraging advanced methods and assessment criteria to drive effective solutions.

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.
• 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. Drive technical enablement by conducting screenings and onboarding new hires on technical/soft skills.
• Support 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).
• Diagnostics 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

$103,400.00 - $167,200.00/yr

Schedule

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

Benefits

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.

Company Commitment

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.

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.

Immigration Sponsorship

Yes