Palo Alto Networks · 20 hours ago
Sr. Technical Support Engineer, Platinum
Santa Clara, CA
Full-time
Onsite
Senior Level
$103K/yr - $167K/yr
5+ years expPalo Alto Networks is a cybersecurity company committed to protecting our digital way of life. As a Sr. Technical Support Engineer for Platinum customers, you will provide advanced post-sales support for complex technical issues while ensuring a positive customer experience.
Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity
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
Qualification
Required
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
Preferred
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
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
2026-01-14
2026-01-13
Jerusalem Post
2026-01-11
Company data provided by crunchbase