Senior Technical Support Engineer- Firewall (NAM Shift)

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

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 Description

As a Senior Technical Support Engineer, you will be a key player in our customer's post-sales journey, addressing complex technical challenges that require in-depth analysis and evaluation. You will apply your critical thinking and expertise to resolve issues, network with cross-functional teams to enhance our products, and communicate technical details effectively to both technical and non-technical audiences. Your role is crucial in providing swift, thoughtful assistance to keep our clients' environments secure, often in high-pressure situations.

Key Responsibilities

• Provide Tier 3 technical support for escalations from frontline and Tier 2 teams, serving as a subject matter expert.
• Deliver expert guidance on configurations, troubleshooting, and best practices to customers and partners.
• Manage the entire lifecycle of support cases to ensure issues are recorded, tracked, and resolved in a timely manner.
• Perform in-depth fault isolation and root cause analysis for complex technical issues, preparing detailed RCA documents for customers.
• Proactively collaborate and exchange information with engineering and product teams to file bugs and advocate for feature requests.
• Develop and publish technical documentation, including Support Bulletins and knowledge base articles, to empower users and internal teams.
• Lead case swarming sessions and provide technical training to frontline support teams to elevate overall team capabilities.
• Maintain operational readiness by working flexible and varying shift times, including weekends and evenings as required.

Qualifications

Required Qualifications

• Minimum of 5 years of experience in a customer-facing technical support role.
• Expert-level knowledge of Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (e.g., LDAP, RADIUS).
• Demonstrated experience with Firewall Central Management Systems and multi-factor authentication security systems.
• Working knowledge of core security services such as IDS/IPS and next-generation firewalls.
• Proven ability to independently debug broad, complex, and unique networks with mixed media and protocols.

Preferred Qualifications

• Hands-on experience with Windows, Linux, and macOS environments (e.g., debugging, registry editing, Plist files).
• Familiarity with competitor products from Cisco, Checkpoint, Juniper (Netscreen), or Fortinet.
• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• Relevant industry certifications such as PCNSA, PCNSe, or CISSP.

Additional Information

The Team

Our technical support team is essential 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer's needs. As threats and technology evolve, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, 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 of providing the best customer support in the industry.

We're a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.