Sr. Technical Support Engineer, Focused Services

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!

We believe collaboration thrives in person. Thats why most of our teams work from the office full time with flexibility when its needed. This model supports real-time problem-solving stronger relationships and the kind of precision that drives great outcomes.

Job Summary

Who We AreWe take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration to execution. From showing up for each other with integrity to creating an environment where we all feel a member of our team you will be shaping the future of cybersecurity. We work fast value ongoing learning and we respect each employee as a unique individual. Knowing we all have different needs our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1000 eligible items selected by employees our mental and financial health resources and our personalized learning opportunities - just to name a few!At Palo Alto Networks we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations problem-solving and trusted relationships. Our goal is to create an environment where we all win with CareerIn this senior role you will be a trusted technical partner for our valued customers tackling their most complex post-sales challenges. You will apply in-depth analysis and critical thinking to resolve issues acting as a key technical resource in high-pressure situations. Your work involves collaborating with cross-functional teams to enhance our products and ensure our customers environments remain secure directly contributing to our mission of protecting the digital ImpactProvide advanced post-sales technical support including configuration troubleshooting and best practice guidance to customers via phone email and and own customer support cases from initial recording to final resolution ensuring timely follow-up and effective expert fault isolation and root cause analysis techniques to diagnose and resolve complex multi-faceted technical issues in customer collaborate with Engineering and QA by reproducing customer issues to qualify and escalate critical bugs ensuring alignment on remote support for product deployments and conduct knowledge transfer sessions to empower customers and promote to team and customer success by creating and publishing technical bulletins and user documentation in the knowledge a positive customer experience by working closely with Development Sales and Quality Assurance teams ensuring a unified approach to issue to customer sites as needed during critical situations to provide hands-on support and expedite problem resolution.

Qualifications

Your Experience Bachelor of Science/Master of Science in a relevant field equivalent experience or equivalent military experience.8 years of experience in a technical support or network engineering role with a strong focus on customer-facing ability to independently debug broad complex and large-scale networks with mixed media and knowledge of TCP/IP and advanced routing protocols such as BGP (multi-homing) and OSPF (multi-area).In-depth experience with network security technologies including IPsec SSL-VPN NAT and GRE in multi-vendor firewall QualificationsAdvanced industry certifications such as CCIE JNCIE or working in a technical support center for a network security -on experience with Palo Alto Networks firewalls including Panorama and with authentication protocols such as RADIUS and TACACS.

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.

Is role eligible for Immigration Sponsorship: Yes