Senior Technical Support Engineer-SW Firewall (NAM Shift)

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

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 (FWaaS) or other cloud-native security services.

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.