Palo Alto Networks · 2 hours ago
Sr. Technical Support Engineer, Focused Services
Plano, TX
Full-time
Onsite
Senior Level
$108K/yr - $162K/yr
7+ years expPalo Alto Networks is committed to being the cybersecurity partner of choice, protecting our digital way of life. The Sr. Technical Support Engineer will provide advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues while fostering trust and credibility with stakeholders.
Cloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers' organizations
Provide tailored troubleshooting, configuration guidance, and best practices
Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with Account, Sales, and Marketing teams
Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
Be the subject matter expert on core technologies of Palo Alto Networks product line
Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
Travel to customer sites in the event of a critical situation to expedite resolution as required
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
Qualification
Required
Minimum of 7 years of network security experience
Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and center architectures
Advanced understanding of packet flow across multiple OSI layers
Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies
Ability to independently debug broad, complex, and unique networks with mixed media and protocols required
In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT
Proficiency with network troubleshooting tools - Wireshark, GNS3
Strong grasp authentication protocols - LDAP, TACACS+, Radius
Skilled in engaging executive-level stakeholders with clear technical communication
Proven track record of effectively communicating technical concepts to diverse audiences
Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates
BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
Excellent written and verbal communication skills
Willingness to work outside of normal business hours (As business needs dictate)
Preferred
Virtualization experience (AWS, Azure, VMWare, OpenStack)
Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)
Experience with Python or Shell scripting a plus
Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
10001+ employees
H1B Sponsorship
Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (484)
2024 (482)
2023 (341)
2022 (452)
2021 (493)
2020 (235)
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
2025-12-30
2025-12-30
2025-12-29
Company data provided by crunchbase