Senior Technical Support Engineer- NAM shift

Job Summary Job Summary As a Senior Technical Support Engineer, you will be a key player in our customer's post-sales journey, addressing complex technical challenges that require in-depth analysis and evaluation. You will apply your critical thinking and expertise to resolve issues, network with cross-functional teams to enhance our products, and communicate technical details effectively to both technical and non-technical audiences. Your role is crucial in providing swift, thoughtful assistance to keep our clients' environments secure, often in high-pressure situations. Key Responsibilities Provide Tier 3 technical support for escalations from frontline and Tier 2 teams, serving as a subject matter expert. Deliver expert guidance on configurations, troubleshooting, and best practices to customers and partners. Manage the entire lifecycle of support cases to ensure issues are recorded, tracked, and resolved in a timely manner. Perform in-depth fault isolation and root cause analysis for complex technical issues, preparing detailed RCA documents for customers. Proactively collaborate and exchange information with engineering and product teams to file bugs and advocate for feature requests. Develop and publish technical documentation, including Support Bulletins and knowledge base articles, to empower users and internal teams. Lead case swarming sessions and provide technical training to frontline support teams to elevate overall team capabilities. Maintain operational readiness by working flexible and varying shift times, including weekends and evenings as required. Qualifications Qualifications Required Qualifications Minimum of 5 years of experience in a customer-facing technical support role. Expert-level knowledge of Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (e.g., LDAP, RADIUS). Demonstrated experience with Firewall Central Management Systems and multi-factor authentication security systems. Working knowledge of core security services such as IDS/IPS and next-generation firewalls. Proven ability to independently debug broad, complex, and unique networks with mixed media and protocols. Preferred Qualifications Hands-on experience with Windows, Linux, and mac OS environments (e.g., debugging, registry editing, Plist files). Familiarity with competitor products from Cisco, Checkpoint, Juniper (Netscreen), or Fortinet. Bachelor's degree in Computer Science, Information Technology, or a related technical field. Relevant industry certifications such as PCNSA, PCNSe, or CISSP. 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