Sr. Technical Support Engineer, Focused Services, NGFW

Palo Alto Networks•Plano, TX

8d•Onsite

About The Position

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! 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. Job Summary Job Summary Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Senior Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post-sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors. As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise. In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. You will develop an in-depth understanding of each customer’s unique implementation and business objectives, proactively driving best practices to enhance their security posture. Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance often in high-pressure situations, ensuring our customers feel supported every step of the way.

Requirements

5+ years of progressive experience in network security or enterprise technical support engineering.
BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience / equivalent military experience required.
Deep understanding of packet flow across multiple OSI layers, along with advanced knowledge of networking operations (TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT).
High proficiency with advanced network troubleshooting tools (e.g., Wireshark, tcpdump, GNS3).
Strong grasp of enterprise authentication and directory protocols (LDAP, TACACS+, Radius).
Excellent written and verbal communication skills; proven track record of clearly articulating technical issues to both technical and non-technical audiences, explaining technical impact in crisp business terms to executive and C-level stakeholders.

Nice To Haves

Virtualization experience (AWS, Azure, VMWare, OpenStack).
Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.).
Experience with Python or Shell scripting to automate troubleshooting data collection.
Multi-Vendor Security Appliance Exposure (Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/Prevention Systems).

Responsibilities

Deliver expert-level technical assistance to customers, taking complete ownership of support cases including multi-vendor troubleshooting and fault isolation.
Replicate customer network issues and validate configurations in a lab environment to expedite resolution.
Leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning tools to accelerate root-cause analysis, optimize multi-vendor troubleshooting workflows, and decrease time-to-resolution for complex network security events.
Act as a designated advocate driving customer success.
Understand unique implementations and business objectives to deliver tailored support, including structured weekly reviews, root cause analysis, upgrade planning, release assessments, and QBRs.
Partner effectively with stakeholders beyond the immediate domain, engaging with cross-functional teams (Account, Sales, Engineering, QA) to address software defects, enhancements, and strategic customer requests.
Author Technical Support Bulletins and troubleshooting guides to enhance internal and customer-facing resource repositories.
Driving technical enablement by conducting screenings and onboarding new hires on technical/soft skills.
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.