Sr. Technical Support Engineer, Platinum

Palo Alto Networks • Plano, TX

8h • $103,400 - $167,200 • Onsite

About The Position

As a Sr. Technical Support Engineer for our Platinum customers, you will be a critical thinker who provides advanced post-sales support for complex issues requiring in-depth evaluation. You will serve as a key technical contact, adept at detailing difficult issues to both technical and non-technical professionals. This role is dedicated to customers who manage mission-critical infrastructures and require guaranteed response times and enhanced services, offering a truly differentiated level of support.

Requirements

• Bachelor's degree in a relevant field, equivalent military experience, or equivalent practical experience.
• 5+ years of experience in a technical support role, preferably in network security.
• Demonstrable experience with TCP/IP and the ability to independently debug broad, complex networks.
• In-depth experience with routing and switching protocols (e.g., OSPF, BGP, VLANs).
• Strong experience with security technologies such as IPSEC, SSL-VPN, NAT, and GRE.

Nice To Haves

• Experience with authentication protocols (e.g., LDAP, SAML, RADIUS, TACACS+).
• Knowledge of virtualization (VM) and multi-cloud environments (AWS, Azure, GCP).
• Advanced industry certifications such as CCNP, CCIE, JNCIP, JNCIE, or PCNSE.
• Experience with competitor products from vendors like Cisco, Checkpoint, Juniper, Fortinet, or Zscaler.

Responsibilities

• Provide advanced post-sales technical support, including configuration, troubleshooting, and best practices to Platinum customers.
• Meet and exceed enhanced response time SLAs for customers managing mission-critical systems.
• Manage and own support cases from recording and tracking through to timely resolution and follow-up, ensuring a positive customer experience.
• Apply expert fault isolation and root cause analysis skills to diagnose and resolve complex technical issues in customer environments.
• Proactively collaborate and exchange information with Engineering and ETAC teams to resolve customer issues and accomplish shared objectives.
• Reproduce customer issues in a lab environment to qualify bugs and drive them to resolution with development teams.
• Contribute to the knowledge base by publishing Technical Support Bulletins and other user documentation.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees