Senior Technical Support Engineer ( CNGFW / Cloud Security )

Palo Alto Networks • Office - USA - CA - Headquarters, CA

1d • $106,100 - $171,600 • Onsite

About The Position

As a Senior Technical Support Engineer, you will serve as a premier technical authority for high-value enterprise accounts, providing advanced post-sales support for complex, multi-layered architectural challenges involving mission-critical infrastructure. You will be a key technical contact, explaining difficult issues to both technical and non-technical professionals and providing fast, thoughtful assistance, often in high-pressure situations. The role supports customers requiring guaranteed response times and enhanced services.

The position focuses on CNGFW and cloud security, including expert configuration, troubleshooting, fault isolation, root cause analysis, reproducing issues in a lab, and collaborating with Development, QA, and Product Management. You will also contribute technical documentation, mentor junior engineers, communicate engineering issues in business-impact terms to executives, and maintain account context and topology information to support continuity throughout the case lifecycle.

Palo Alto Networks states that most teams work from the office full time, with flexibility when needed. Compensation is listed at $106,100 to $171,600 per year, depending on qualifications, experience, and work location; compensation may also include restricted stock units and a bonus. The position is not eligible for immigration sponsorship.

Requirements

• At least 5 years of progressive experience in network operations, infrastructure engineering, or enterprise cybersecurity support.
• Bachelor’s degree in Computer Science or IT, or equivalent practical experience.
• Deep expertise in OSI layers 1–7, TCP/IP, and advanced routing protocols such as BGP and OSPF.
• Expert command of IPSEC, SSL/TLS, NAT, and PKI.
• Ability to clearly explain complex technical issues to technical and non-technical audiences, including C-suite stakeholders.

Nice To Haves

• Working knowledge of virtualization hypervisors such as VMware ESXi and KVM, and public cloud providers such as AWS, Azure, GCP, or OCI.
• Deep understanding of VPCs, subnetting, route tables, and internet gateways.
• Understanding of cloud-native load balancing and scaling mechanisms, such as Gateway Load Balancing (GWLB) and Transit Gateway.
• Understanding of Azure VNets, subnetting, peering, virtual WAN hub architectures, user-defined routes, and Azure Application Gateway.
• Experience with competitor firewall products from vendors such as Cisco, Check Point, Juniper, Fortinet, or Zscaler.

Responsibilities

• Provide advanced post-sales technical support, including expert-level configuration, troubleshooting, and best practices for Platinum-tier customers.
• Use and improve AI-based support tools to reduce customer effort and improve resolution times.
• Meet and exceed enhanced response-time SLAs for mission-critical systems.
• Apply expert fault isolation and root cause analysis to diagnose complex issues across customer environments.
• Partner with Development, QA, and Product Management to identify product defects, steer roadmaps, and influence product serviceability.
• Reproduce complex customer issues systematically in a lab environment to qualify and isolate product bugs.
• Author Technical Support Bulletins and advanced architecture whitepapers, and mentor junior engineers.
• Translate complex engineering issues into precise business-impact terms for enterprise customer executives during active crises.
• Review and validate documented customer context and topology data before initial case response, and maintain the shared context database with environment, architecture, and engagement details throughout the case lifecycle.
• Use documented account context to build rapport with customer technical and executive stakeholders and support continuity across engineer assignments.

Benefits

• Restricted stock units may be included in compensation.
• A bonus may be included in compensation.
• Employee benefits are referenced, but specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior