Palo Alto Networks · 4 hours ago
Sr. Technical Support Engineer, Platinum Support
Plano, TX
Full-time
Onsite
Senior Level
$103K/yr - $167K/yr
5+ years expPalo Alto Networks is dedicated to being the cybersecurity partner of choice, protecting our digital way of life. As a Platinum Support Engineer, you will provide post-sales technical support to high-profile customers, addressing complex issues and ensuring a positive customer experience through effective communication and problem-solving skills.
Cloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
Meet enhanced response SLA’s for customers who purchase our Platinum Support Offering
Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Work to reproduce customer issues and qualify critical issues
Work directly with ETAC and Engineering to get customer issues resolved
Have a thorough understanding of software release and bug cycles
Conduct multi-vendor troubleshooting
Has visibility across the entire organization and Executive Leadership
Publish Technical Support Bulletins and other user documentation in the Knowledge Base
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support 24x7 on an as needed basis & provide coverage on weekends and public holidays as needed
Qualification
Required
5+ years of relevant support experience
Required experience with TCP/IP
Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
In-depth experience in routing and switching (OSPF, BGP, VLAN)
Experience with security (IPSEC, SSL-VPN, NAT, GRE)
Prior experience in similar vendor Technical Support Centers
Excellent written and verbal communication skills
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
Bachelor's degree or equivalent military experience required
Preferred
Experience with Authentication Protocols a plus (LDAP/SAML/Radius / TACACS)
Knowledge of VM and multi cloud environment is preferred
Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products, ZScaler a plus
Advanced certifications such as CCNP CCIE/JNCIP, JNCIE/PCNSE - a plus
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 (579)
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
SEC Filings
2025-12-31
2025-12-30
2025-12-30
Company data provided by crunchbase