Senior Technical Support Engineer

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.

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.

Operate as a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

Area: Offer advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with other teams Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools File bug reports with engineering and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle Travel to customer sites in the event of a critical situation to expedite resolution as required Qualifications Communication skills: - Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business Problem-solving and decision-making skills : - Experience in being able to assess a situation, troubleshoot and problem solve as required to avoid escalations Technical skills Minimum of 7 years of network security experience Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and center architectures Advanced understanding of packet flow across multiple OSI layers Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies Ability to independently debug broad, complex, and unique networks with mixed media and protocols required In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT Proficiency with network troubleshooting tools - Wireshark, GNS3   Strong grasp authentication protocols - LDAP, TACACS+, Radius Skilled