Staff Technical Support Engineer, Focused Services, NGFW

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

As a designated customer advocate under Focused Services you will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. You will regularly participate in technical discussions with multi-functional teams creating an environment of transparency that ultimately leads to better products and better cybersecurity.

Are you a visionary technical leader who thrives on solving the most complex architectural and cybersecurity challenges We are seeking a Staff Technical Support Engineer to serve as a premier technical authority and strategic anchor within our support this role your impact will extend far beyond individual case management. You will act as a primary bridge between Technical Support Product Management and Engineering leveraging your deep systemic insights to influence product serviceability quality and the overall customer experience. As a trusted advisor to our highest-value enterprise customers and executive stakeholders you will navigate high-pressure escalations with seasoned resilience. You will champion organizational evolution by defining standard troubleshooting frameworks pioneering AI-driven support efficacy and systematically mentoring and scaling the technical capabilities of the engineering organization.

• Acutest Escalation Tier: Serve as the ultimate internal escalation point for the most complex multi-layered and critical technical emergencies globally taking definitive technical ownership to resolve structural network security crises.

• Product Serviceability & Engineering Interface: Partner directly with Development QA and Product Management to identify systemic software defects steer product feature roadmaps based on support data and design proactive architectural solutions that minimize support overhead.

• Innovation & Support Automation: Pioneer advanced automated diagnostics custom log parsing scripts and predictive troubleshooting playbooks. Drive the strategic implementation and continuous improvement of generative AI diagnostic utilities to elevate overall organizational troubleshooting accuracy.

• Strategic Knowledge & Thought Leadership: Establish industry-leading documentation standards; author comprehensive high-impact Technical Support Bulletins advanced architecture whitepapers and authoritative root-cause analysis documents for broad internal and external consumption.

• Global Talent Enablement: Design build and deliver technical onboarding curriculums and advanced training frameworks. Actively mentor Senior and Core Support Engineers conduct technical candidate screenings and calibrate technical standards across global support theaters.

• Executive Advocacy: Act as a critical technical voice in Quarterly Business Reviews (QBRs) and high-stakes executive interactions translating intricate cross-vendor engineering issues into precise business-impact terms for C-level stakeholders.

• Provide support that includes mandatory weekend holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage which is subject to change.

Qualifications

• 8 years of progressive advanced experience in network operations infrastructure engineering or enterprise cybersecurity support.

• Education: Bachelors or Masters degree in Computer Science Information Technology Computer Architecture or equivalent practical/military experience.

• Mastery-Level Network Analysis: Comprehensive authoritative knowledge of multi-vendor networking fabrics complex routing architectures (e.g. advanced BGP topologies OSPF EIGRP) packet-level micro-flows and deep OSI-layer fault isolation.

• Enterprise Security Architecture: Expert-level mastery of Next-Generation Firewalls (NGFW) Cloud Security Access Brokers (CASB) SASE architectures Zero Trust network access (ZTNA) and advanced cryptographic tunneling protocols (IPsec SSL/TLS).

• Identity & Modern Authentication Frameworks: In-depth technical proficiency with cloud-forward identity provider systems (IdP) and single sign-on (SSO) frameworks using advanced authentication protocols (e.g. SAML 2.0 OIDC OAuth along with standard RADIUS TACACS and LDAP setups).

• Systemic Project & Time Optimization: Demonstrated success in leading cross-functional initiatives balancing strategic architectural engineering projects alongside high-priority customer commitments.

• Tier-3/Expert-level industry certifications (e.g. CCIE Security PCNSE CISSP or equivalent).

• Hands-on proficiency with scripting and automation architectures (Python Shell REST APIs) applied to massive network environments.

• Practical virtualization and cloud-native architecture engineering experience (AWS Microsoft Azure Google Cloud Platform Kubernetes or VMware ESXi).

While the Company will consider applicants who have current work authorization and require a transfer of an existing H-1B visa the Company is not currently considering applicants who require new visa sponsorship (including new H-1B petitions) or individuals currently in OPT/CPT status who will require future sponsorship to maintain work authorization

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.