Senior Technical Support Engineer - SW Firewall( NAM Shift)

Job Summary Job Summary As a Senior Technical Support Engineer, you will be a critical point of contact for our valued customers, addressing complex post-sales technical issues. You will leverage your in-depth analytical skills to troubleshoot and resolve challenging problems, collaborating with cross-functional teams to ensure customer success and product improvement. This role requires you to effectively communicate technical solutions to both technical and non-technical audiences, contributing directly to protecting our customers' digital way of life. Key Responsibilities Act as a Tier 3 escalation point, handling complex technical issues from customers, partners, and internal support teams. Provide advanced troubleshooting, configuration guidance, and best practices for SW Firewall products. Manage the entire lifecycle of support cases, ensuring timely resolution, documentation, and customer follow-up. Perform in-depth fault isolation and root cause analysis (RCA), preparing detailed reports for customer submission. Proactively collaborate with Engineering and Product teams to report bugs, advocate for feature requests, and drive product improvements. Develop and publish technical documentation, including knowledge base articles and support bulletins, to empower users and internal teams. Lead case swarming sessions and provide technical training to enhance the skills of frontline support teams. Proactively manage and resolve high-risk technical escalations to maintain customer satisfaction and trust. Qualifications Required Qualifications 5+ years of experience in a customer-facing technical support role. Expert-level knowledge of networking technologies including TCP/IP, routing protocols (OSPF, BGP), L2/L3 switching, and IPv4/IPv6. Demonstrated expertise with security protocols and technologies such as IPSEC, SSL/TLS, PKI, and authentication protocols (LDAP, RADIUS). Proven ability to independently troubleshoot and debug complex, multi-protocol network environments. Excellent written and verbal communication skills in English, with the ability to articulate technical issues clearly. Preferred Qualifications Experience with competing firewall products from vendors like Cisco, Checkpoint, or Fortinet. Hands-on experience with public cloud platforms (AWS, Azure, GCP) and deploying security solutions within them. Familiarity with virtualization hypervisors (VMWare ESXi, KVM) and containerization technologies (Docker, Kubernetes). Experience with Firewall-as-a-Service (FWaa S) or other cloud-native security services. 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