Senior Technical Support Engineer

At Palo Alto Networks®, we’re united by a shared mission—to 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 you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

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. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Technical Support - 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 doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll 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, you’ll 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.

As a Technical Support Engineer, you will provide critical post-sales technical support, configuration guidance, and troubleshooting to our customers. You will utilize advanced fault isolation and root cause analysis to diagnose and resolve complex technical issues, ensuring all cases are accurately tracked and followed up in a timely manner. Your efforts will directly contribute to a positive customer experience and the continuous improvement of our Knowledge Base and user documentation.

• Provide post-sales technical support, configurations, and troubleshooting to customers via phone, email, and web.
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are finished promptly.
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues.
• Work to reproduce customer issues and qualify critical issues.
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base.
• Build a positive customer experience by collaborating with Development, Sales, Quality Assurance, and Marketing.
• Review user documentation for training materials, technical marketing collateral, manuals, and problem-solving guides.
• Provide on-call support 24x7 on an as-needed basis.
• Travel to customer sites in the event of a critical situation to expedite resolution.

• 5+ years of progressive experience in network security or enterprise technical support engineering.
• Education:
  
  BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience / equivalent military experience required.
• Required experience with TCP/IP.
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols.
• In-depth…