Senior Technical Support Engineer

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

Your CareerYou will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).Your ImpactProvide Technical Support to customers and partnersT3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networksProvide configurations, troubleshooting, and best practices to customersManage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely mannerProvide fault isolation and root cause analysis for technical issuesPreparing detailed RCA documents for official submissions to customersPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etcWorking with engineering on filling bugs and working with product teams on feature requestsWorking on Hot / Risk technical escalations from the region or other theaters Lead case swarming and training sessions for frontline teamsWilling to work in flexible and varying shift times, including weekends and evenings

Qualifications

Your Experience More than 5 years of customer-facing technical support experienceExpertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)Experience working with Firewall Central Management SystemsExperience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)Working knowledge of Security services (IDS/IPS, Firewalls etc.)Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols requiredExcellent English written and verbal communication skills are requiredExperience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plusWilling to work in flexible and varying shift times including weekends and evenings is a plusTravel to customer sites in the event of a critical situation to expedite resolution as required (if needed) is a plus

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? No. Please note that we will not sponsor applicants for work visas for this position.

Client-provided location(s): Bangalore, India

Job ID: Palo_Alto_Networks-JR-007119

Employment Type: OTHER

Posted: 2025-09-05T19:59:28