Sr. Technical Support Engineer, Focused Services, NGFW

Sr. Technical Support Engineer, Focused Services, NGFW

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At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital life. Our vision is a world where each day is safer and more secure than the one before.

We build on a foundation of challenging and disrupting the way things are done, and we’re looking for innovators committed to shaping the future of cybersecurity. We believe collaboration thrives in person; most of our teams work from the office full time with flexibility when needed. This model supports real‑time problem‑solving, stronger relationships, and precision that drives great outcomes.

You will work firsthand with our valued customers to address their complex post‑sales concerns. You’ll be a critical thinker, able to analyze situations or data requiring in‑depth evaluation. You’ll network 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.

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

• Offer advanced‑level technical assistance to our top‑tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers’ organizations
• Provide tailored troubleshooting, configuration guidance, and best practices
• 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 Account, Sales, and Marketing teams
• Utilize fault isolation and root cause analysis skills to provide post‑sales technical support, configuration, troubleshooting, and standard methodologies to customers
• Be the subject‑matter expert on core technologies of Palo Alto Networks product line
• Identify product defects via lab replication using network simulation, lab automation, performance testing, and validation tools
• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem‑solving guides
• Travel to customer sites in the event of critical situation to expedite resolution as required
• Provide support that includes mandatory weekend, holiday shift work and on‑call support, with a blend of as‑needed and rotational coverage subject to change

• Minimum of 7 years of network security experience
• Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, 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…