Senior Technical Support Engineer (CNGFW)

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.

As a Senior Technical Support Engineer, you will serve as a premier technical authority for our most high-value enterprise accounts. You are a critical thinker who provides advanced post-sales support for complex, multi-layered architectural challenges that require in-depth evaluation of mission-critical infrastructures. 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. 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).

Elite Case Resolution: Provide advanced post-sales technical support, including expert-level configuration, troubleshooting, and best practices for Platinum-tier customers. AI-Driven Support : Ability to effectively use and improve AI based support tools to reduce customer effort and improve resolution times. SLA Stewardship: Meet and exceed enhanced response time SLAs for mission-critical systems where downtime is not an option. Advanced Diagnostics: Apply expert fault isolation and Root Cause Analysis (RCA) to diagnose structural crises across complex environments. Engineering Partnership: Partner directly with Development, QA, and Product Management to identify product defects, steer roadmaps, and influence product serviceability. Lab Simulation: Systematically reproduce complex customer issues in a lab environment to qualify and isolate critical product bugs. Knowledge Leadership: Author Technical Support Bulletins (TSBs), advanced architecture whitepapers, and mentor junior engineers to scale the team’s collective expertise. Executive Advocacy: Translate intricate engineering issues into precise, business-impact terms for enterprise customer executives during active crises. Context Stewardship: Review and validate documented customer context and topology data prior to initial case response, and maintain the shared context database with environment, architecture, and engagement details as they are identified throughout the case lifecycle. Relationship Continuity : Leverage documented account context to establish rapid working rapport with customer technical and executive stakeholders, ensuring consistent customer experience independent of individual engineer assignment. Operational Requirements: To ensure 24/7 continuous coverage for our global Platinum customers, this role requires: Weekend/Holiday