Senior Technical Support Engineer – Focused Services – German, French, Italian

🕒 May 12

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation • Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system • Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility • Collaborate closely with cross-functional teams—including Account, Sales, and Marketing—to drive a seamless and positive customer experience while proactively addressing critical challenges • Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies to enhance security posture • Serve as a subject matter expert on Palo Alto Networks' core technologies, identifying product defects through lab replication, network simulation, and performance testing • Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle • Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training • Contribute to the organization’s knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer-facing resources • Provide rapid, high-quality support in high-pressure situations, traveling to customer sites to expedite critical issue resolution • Engage in technical discussions with cross-functional teams to drive transparency, optimize security posture, and enhance cybersecurity resilience

🎯 Requirements

• Fluent English and also fluent in German or Italian or French • Minimum of 7 years of network security experience • Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g, BGP, OSPF, EIGRP), branch, and center architectures • Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies • Ability to independently debug complex networks with mixed media and protocols with an advanced understanding of packet flow across multiple OSI layers • In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT • Proficiency with network troubleshooting tools - Wireshark, GNS3 • Strong grasp authentication protocols - LDAP, TACACS+, Radius • Virtualization experience (AWS, Azure, VMWare, OpenStack) a plus • Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.) a plus • Experience with Python or Shell scripting a plus • Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems • Excellent written and verbal communication skills - the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms

🏖️ Benefits

• Medical, dental, and vision insurance • Pension plan • Professional development opportunities • Flexible work arrangements