Senior Technical Support Engineer

Job Summary Job Summary You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking 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. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products and better cybersecurity. Key Responsibilities Provide technical support, configurations, troubleshooting, and best practices to customers and partners. Manage support cases to ensure timely recording, tracking, resolution, and follow-up. Collaborate with engineering teams to resolve customer-found defects and drive product improvements. Perform fault isolation and root cause analysis for complex technical issues in customer environments. Create and publish technical documentation, such as support bulletins and knowledge base articles. Review and provide feedback on technical documentation for training materials, marketing collateral, and user guides. Travel to customer sites for critical situations to expedite resolution when necessary. Provide on-call support on a rotational basis to address urgent customer needs. Qualifications Required Qualifications Bachelor's degree or equivalent experience with a minimum of 5 years in a technical support or network engineering role. Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts clearly. Expertise in networking protocols and technologies including TCP/IP, DNS, IP routing, HTTP/HTTPS, VPN, IPSEC, PKI, SSL, and authentication protocols (LDAP, RADIUS). Demonstrated ability to independently debug broad, complex, and unique network environments. Proven ability to collaborate effectively in a cross-functional team environment, taking ownership of issues to drive resolution. Preferred Qualifications Experience with Firewall Central Management Systems and SD-WAN technologies. Experience with multi-factor authentication security systems (tokens, certificates, CAC cards). Hands-on experience with virtualization platforms (AWS, Azure, VMWare, GCP). Experience with competing security products from vendors such as Cisco, Checkpoint, or Fortinet. 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