Senior Technical Support Engineer-Platinum Support

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 companys knowledge base.
• Proactively collaborate with Development Sales and Quality Assurance teams to enhance the customer experience and improve product documentation.

Qualifications :

Required Qualifications

• Bachelors 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).

Additional Information :

The Team

Our technical support team is critical to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission. 

Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.    

Our Commitment

Were problem solvers that 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.

Remote Work :

No

Employment Type :

Full-time