Senior IT Field Engineer

Our Mission

At Palo Alto Networks were united by a shared missionto 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 youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre 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

We are seeking an experienced Senior IT Field Engineer to join our IT Service Desk team. You will serve as a technical expert and a key contributor to the delivery optimization and automation of end-user support and workplace technology services. Youll take full ownership of complex issues implement scalable support solutions and partner with global IT teams to strengthen system reliability and user experience.

This an in office role in our Brazil office

Key Responsibilities

• Lead the resolution of high-impact and complex technical issues across desktop network and SaaS environments. Perform in-depth root cause analysis and implement long-term remediations.

• Manage and optimize key end-user services including Google Workspace endpoint management (Mac Windows) collaboration tools (Zoom Slack) identity management (Okta CyberArk) and secure access (VPN).

• Design develop and maintain advanced automation scripts and workflows (PowerShell Python or similar) to reduce manual effort and improve service metrics.

• Partner with network systems and security teams to support local IT infrastructure site onboarding and operational readiness for new technologies.

• Lead field support operations for your site including workstation provisioning network connectivity A/V systems and executive-level support.

• Author and maintain advanced knowledge base articles support runbooks and team SOPs that promote global consistency and knowledge sharing.

• Analyze Service Desk trends identify service gaps and propose technical or procedural improvements to increase efficiency and reduce ticket volumes.

• Use AI-assisted tools to enhance incident triage automate common workflows and proactively identify opportunities for system optimization.

• Provide technical guidance and mentorship to junior engineers and field technicians within the local and global Service Desk teams.

Qualifications

Required Qualifications

• BA/BS in Information Technology or equivalent and 3-5 years of progressive experience in IT Service Desk Field Support or End-User Computing roles.

• Deep proficiency in Google Workspace administration Zoom/Slack management and identity services (Okta CyberArk or similar).

• Expert-level understanding of macOS and Windows configuration patching policy enforcement and MDM tools (Intune JAMF).

• Strong knowledge of TCP/IP VPN wireless networking and endpoint security practices.

• Demonstrated experience in developing automation scripts and utilizing AI-based tools or APIs to optimize Service Desk workflows and improve support efficiency.

• Ability to interpret data from ticketing systems and dashboards (ServiceNow or similar) to drive measurable performance improvements.

• Demonstrated success in balancing high technical standards with exceptional service delivery and empathy toward end-users.

Preferred Qualifications

• Experience working across global IT functions and time zones contributing to 24/5 support coverage and shared initiatives.

• Actively seeks opportunities to improve with emerging tools cloud platforms and AI advancements in digital workplace support.

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing required accommodations for all Persons with Disabilities.

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 disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

This job opening is part of a pipeline initiative designed to build interest of Persons with Disabilities (PwD) for employment opportunities at Palo Alto Networks. Therefore only candidates who identify as Persons with Disabilities (PwD) will be considered for this position.

Please submit your resumé in English as we are only able to consider applications received in this language.

O Palo Alto Networks tem orgulho de ser um empregador que promove a igualdade de oportunidades e um ambiente de trabalho inclusivo.

Esta vaga de emprego faz parte de uma iniciativa de captação de talentos destinada a despertar o interesse de Pessoas com Deficiência (PcD) por oportunidades de emprego na Palo Alto Networks. Portanto somente candidaturas de Pessoas com Deficiência (PcD) serão consideradas para esta vaga.

Pedimos por gentileza que a pessoa candidata envie o currículo em inglês pois somente candidaturas submetidas nesse idioma poderão ser avaliadas.

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant 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 .

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.