Senior Technical Support Engineer- Platinum Support (NAM Shift)

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

Job Summary

Job Summary

As a Senior Technical Support Engineer for our Platinum Support team, you will provide advanced, post-sales technical solutions to our most valued customers. This role requires addressing complex issues where in-depth evaluation of multiple factors is essential. You will be a critical thinker, adept at using sophisticated methods and techniques to achieve results, and skilled at communicating intricate technical details to both technical and non-technical audiences.

Key Responsibilities

• Provide advanced post-sales technical support, including configuration and troubleshooting, to Platinum customers via phone, email, and web.
• Meet or exceed enhanced response time SLAs for mission-critical systems covered under the Platinum Support offering.
• Manage and own customer support cases from initial report to final resolution, ensuring timely follow-ups and comprehensive documentation.
• Apply expert fault isolation and root cause analysis methodologies to diagnose and resolve complex technical challenges in customer environments.
• Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs.
• Conduct multi-vendor troubleshooting to resolve issues in complex, integrated network and security environments.
• Author and publish Technical Support Bulletins and other technical documentation to the company's knowledge base.
• Proactively collaborate with Development, Sales, and Quality Assurance teams to enhance the customer experience and improve product documentation.

Qualifications

Required Qualifications

Bachelor's degree in a technical field or equivalent practical experience. 5+ years of experience in a technical support or network engineering role. Expert-level knowledge of TCP/IP and extensive experience with routing and switching protocols (e.g., OSPF, BGP). In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE. Proven ability to independently debug broad and complex networks with mixed media and protocols. Flexibility to work required shift hours, which may include afternoons, evenings, and weekends. Preferred Qualifications Experience with Palo Alto Networks products (PCNSE certification is a strong plus). Advanced industry certifications such as CCIE or JNCIE. Experience with authentication protocols such as LDAP, SAML, RADIUS, or TACACS+. Knowledge of virtualization (VM) and multi-cloud environments (AWS, Azure, GCP). Prior experience working in a technical support center for a major networking or security vendor (e.g., Cisco, Juniper, 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.