Sr. Technical Support Engineer, Focused Services

Job Summary In this senior role, you will be a trusted technical partner for our valued customers, tackling their most complex post-sales challenges. You will apply in-depth analysis and critical thinking to resolve issues, acting as a key technical resource in high-pressure situations. Your work involves collaborating with cross-functional teams to enhance our products and ensure our customers' environments remain secure, directly contributing to our mission of protecting the digital world. Key Responsibilities Provide advanced post-sales technical support, including configuration, troubleshooting, and best practice guidance to customers via phone, email, and web. Manage and own customer support cases from initial recording to final resolution, ensuring timely follow-up and effective communication. Apply expert fault isolation and root cause analysis techniques to diagnose and resolve complex, multi-faceted technical issues in customer networks. Proactively collaborate with Engineering and QA by reproducing customer issues to qualify and escalate critical bugs, ensuring alignment on solutions. Deliver remote support for product deployments and conduct knowledge transfer sessions to empower customers and promote self-sufficiency. Contribute to team and customer success by creating and publishing technical bulletins and user documentation in the knowledge base. Build a positive customer experience by working closely with Development, Sales, and Quality Assurance teams, ensuring a unified approach to issue resolution. Travel to customer sites as needed during critical situations to provide hands-on support and expedite problem resolution. Qualifications Bachelor of Science/Master of Science in a relevant field, equivalent experience, or equivalent military experience. 8+ years of experience in a technical support or network engineering role with a strong focus on customer-facing problem-solving. Demonstrated ability to independently debug broad, complex, and large-scale networks with mixed media and protocols. Expert knowledge of TCP/IP and advanced routing protocols such as BGP (multi-homing) and OSPF (multi-area). In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE in multi-vendor firewall environments. Preferred Qualifications Advanced industry certifications such as CCIE, JNCIE, or CISSP. Experience working in a technical support center for a network security vendor. Hands-on experience with Palo Alto Networks firewalls, including Panorama and VM-Series. Familiarity with authentication protocols such as RADIUS and TACACS+. Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position. Please use this form to provide us with information that will help direct your request and find your data in all of our systems