Sr. Technical Support Engineer, Platinum

Job Summary

As a Sr. Technical Support Engineer for our Platinum customers, you will be a critical thinker who provides advanced post-sales support for complex issues requiring in-depth evaluation. You will serve as a key technical contact, adept at detailing difficult issues to both technical and non-technical professionals. This role is dedicated to customers who manage mission-critical infrastructures and require guaranteed response times and enhanced services, offering a truly differentiated level of support.

Key Responsibilities

• Provide advanced post-sales technical support, including configuration, troubleshooting, and best practices to Platinum customers.
• Meet and exceed enhanced response time SLAs for customers managing mission-critical systems.
• Manage and own support cases from recording and tracking through to timely resolution and follow-up, ensuring a positive customer experience.
• Apply expert fault isolation and root cause analysis skills to diagnose and resolve complex technical issues in customer environments.
• Proactively collaborate and exchange information with Engineering and ETAC teams to resolve customer issues and accomplish shared objectives.
• Reproduce customer issues in a lab environment to qualify bugs and drive them to resolution with development teams.
• Contribute to the knowledge base by publishing Technical Support Bulletins and other user documentation.
• 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

Required Qualifications

• Bachelor's degree in a relevant field, equivalent military experience, or equivalent practical experience.
• 5+ years of experience in a technical support role, preferably in network security.
• Demonstrable experience with TCP/IP and the ability to independently debug broad, complex networks.
• In-depth experience with routing and switching protocols (e.g., OSPF, BGP, VLANs).
• Strong experience with security technologies such as IPSEC, SSL-VPN, NAT, and GRE.

Preferred Qualifications

• Experience with authentication protocols (e.g., LDAP, SAML, RADIUS, TACACS+).
• Knowledge of virtualization (VM) and multi-cloud environments (AWS, Azure, GCP).
• Advanced industry certifications such as CCNP, CCIE, JNCIP, JNCIE, or PCNSE.
• Experience with competitor products from vendors like Cisco, Checkpoint, Juniper, Fortinet, or Zscaler.

Additional Information

The Team

Customer Support - Our Customer 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 fixing 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 on 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 $103400 - $167200/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.

Is role eligible for Immigration Sponsorship?: Yes

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.