Sr Technical Support Engineer, Focused Services

Job description

Our Mission

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.

Who We Are

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!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Your Impact

- Provide Technical Support to customers and partners

- Provide configurations, troubleshooting and best practices to customers

- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner

- Provide fault isolation and root cause analysis for technical issues

- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base

- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

- Travel to customer sites in the event of a critical situation to expedite resolution as required

Your Experience

- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, DNS, DHCP, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)

- Experience working with multi-factor authentication security systems (tokens, certificates, CAC cards, and similar)

- Working knowledge of Security services (IDS/IPS, Firewalls etc.)

- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required

- Virtualization experience (AWS, Azure, VMWare, OpenStack)

- Experience working with Firewall Central Management Systems

- Experience with Windows, Linux, and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)

- Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet and PAN products a plus

- Experience in supporting Cloudgenix or SD WAN technology is a plus

- Excellent written and verbal communication skills

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 ones, 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 on providing the best customer support in the industry.