Senior Technical Support Engineer – Focused Services

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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 through troubleshooting, configuration guidance, and best-practice implementation • Own support cases from initiation through resolution, including multi-vendor troubleshooting, fault isolation, root cause analysis, documentation, and ticket updates • Communicate technical solutions to technical and executive stakeholders • Collaborate with Account, Sales, Marketing, Engineering, and QA teams to improve customer experience and product quality • Conduct Quarterly Business Reviews and Account Case Reviews with recommendations, release planning, and risk mitigation strategies • Serve as a subject matter expert on Palo Alto Networks core technologies • Replicate issues in labs, perform network simulations and performance testing, and identify product defects • File bug reports, develop test plans, and support software and hardware quality improvements • Conduct technical screenings, train and onboard new hires, and provide process and tools training • Author Technical Support Bulletins, training materials, and troubleshooting guides • Provide rapid support in high-pressure situations and travel to customer sites when needed • Engage cross-functional teams to optimize security posture and enhance cybersecurity resilience

🎯 Requirements

• Fluent English and fluent German, Italian, or French • Minimum of 7 years of network security experience • Expertise in TCP/IP and advanced LAN/WAN technologies • Expertise with routing and switching, including BGP, OSPF, and EIGRP • Knowledge of branch and data center architectures • Extensive experience troubleshooting Remote Access VPN solutions, including IPSEC, PKI, and SSL technologies • Ability to independently debug complex networks with mixed media and protocols • Advanced understanding of packet flow across multiple OSI layers • In-depth knowledge of TCP, UDP, SNMP, IPv6, VLSM, CIDR, NAT, static routing, dynamic routing, and PAT • Proficiency with Wireshark and GNS3 • Strong grasp of LDAP, TACACS+, and RADIUS authentication protocols • Willingness to work outside normal business hours as business needs dictate • BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience, or equivalent military experience required • Skilled in communicating technical concepts to executive-level and diverse audiences • Rigorous case management practices, including thorough documentation and timely updates • Immigration sponsorship is not available

🏖️ Benefits

• Remote work arrangement • Travel to customer sites for critical issue resolution • Reasonable accommodations for qualified individuals with a disability • Equal opportunity employment