Sr. Technical Support Engineer, Focused Services, NGFW

Job Summary
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. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll 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.

Key Responsibilities

• Provide technical support, configurations, troubleshooting, and best practices to customers and partners.
• Manage support cases to ensure timely recording, tracking, resolution, and follow-up.
• Collaborate with engineering teams to resolve customer-found defects and drive product improvements.
• Perform fault isolation and root cause analysis for complex technical issues in customer environments.
• Create and publish technical documentation, such as support bulletins and knowledge base articles.
• Review and provide feedback on technical documentation for training materials, marketing collateral, and user guides.
• Travel to customer sites for critical situations to expedite resolution when necessary.
• Provide on-call support on a rotational basis to address urgent customer needs.

Qualifications

Required Qualifications

• Minimum of 5 years of network security experience along with strong communication and customer service skills
• In depth, hands on network troubleshooting skills
• Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
• Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
• Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
• Working knowledge of Security services (IDS/IPS, Firewalls etc.)
• Virtualization experience (AWS, Azure, VMWare, OpenStack)
• The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
• Excellent written and verbal communication skills
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
• Willingness to work outside of normal business hours, including weekends (As business needs dictates)

Preferred Qualifications

• Experience with virtualization technologies such as AWS, Azure, or VMWare.
• Scripting experience with Python or Shell.
• Experience with multi-vendor security products including Cisco ASA, Checkpoint, or other next-generation firewalls.
• Proven ability to effectively communicate and present technical concepts to diverse audiences, including executive-level stakeholders.
• Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)

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 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.

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/commissioned roles) is expected to be between $108,000 - $162,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t 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  accommodations@paloaltonetworks.com.

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.

About the Company

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

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.