Sr. Technical Support Engineer, Focused Services

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

Job Summary

You 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 and better cybersecurity.

Key Responsibilities

• Provide technical support, configurations, troubleshooting, and best practices to customers and partners.
• Manage support cases to ensure timely recording, tracking, resolution, and follow-up.
• Collaborate with engineering teams to resolve customer-found defects and drive product improvements.
• Perform fault isolation and root cause analysis for complex technical issues in customer environments.
• Create and publish technical documentation, such as support bulletins and knowledge base articles.
• Review and provide feedback on technical documentation for training materials, marketing collateral, and user guides.
• Travel to customer sites for critical situations to expedite resolution when necessary.
• Provide on-call support on a rotational basis to address urgent customer needs.

• Minimum of 5 years of network security experience along with strong communication and customer service skills
• In depth, hands on network troubleshooting skills
• Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
• Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
• Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
• Working knowledge of Security services (IDS/IPS, Firewalls etc.)
• Virtualization experience (AWS, Azure, VMWare, OpenStack)
• The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
• Excellent written and verbal communication skills
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
• Willingness to work outside of normal business hours, including weekends (As business needs dictates)

• Experience with virtualization technologies such as AWS, Azure, or VMWare.
• Scripting experience with Python or Shell.
• Experience with multi-vendor security products including Cisco ASA, Checkpoint, or other next-generation firewalls.
• Proven ability to effectively communicate and present technical concepts to diverse audiences, including executive-level stakeholders.
• Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)