Sr. Technical Support Engineer, Platinum

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 Description

Job Summary
As a Sr. Technical Support Engineer for our Platinum customers, you will be a critical thinker who provides advanced post-sales support for complex issues requiring in-depth evaluation. You will serve as a key technical contact, adept at detailing difficult issues to both technical and non-technical professionals. This role is dedicated to customers who manage mission-critical infrastructures and require guaranteed response times and enhanced services, offering a truly differentiated level of support.

• Provide advanced post-sales technical support, including configuration, troubleshooting, and best practices to Platinum customers.
• Meet and exceed enhanced response time SLAs for customers managing mission-critical systems.
• Manage and own support cases from recording and tracking through to timely resolution and follow-up, ensuring a positive customer experience.
• Apply expert fault isolation and root cause analysis skills to diagnose and resolve complex technical issues in customer environments.
• Proactively collaborate and exchange information with Engineering and ETAC teams to resolve customer issues and accomplish shared objectives.
• Reproduce customer issues in a lab environment to qualify bugs and drive them to resolution with development teams.
• Contribute to the knowledge base by publishing Technical Support Bulletins and other user documentation.
• 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.

• Bachelor's degree in a relevant field, equivalent military experience, or equivalent practical experience.
• 5+ years of experience in a technical support role, preferably in network security.
• Demonstrable experience with TCP/IP and the ability to independently debug broad, complex networks.
• In-depth experience with routing and switching protocols (e.g., OSPF, BGP, VLANs).
• Strong experience with security technologies such as IPSEC, SSL-VPN, NAT, and GRE.

• Experience with authentication protocols (e.g., LDAP, SAML, RADIUS, TACACS+).
• Knowledge of virtualization (VM) and multi-cloud environments (AWS, Azure, GCP).
• Advanced industry certifications such as CCNP, CCIE, JNCIP, JNCIE, or PCNSE.
• Experience with competitor products from vendors like Cisco, Checkpoint, Juniper, Fortinet, or Zscaler.