Senior Technical Support Engineer - Focused Services

Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post-sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors.

As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise.

In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. You will develop an in-depth understanding of each customer’s unique implementation and business objectives, proactively driving best practices to enhance their security posture.

Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance-often in high-pressure situations-to ensure customers maintain a secure and resilient environment

Your Impact

• Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation.
• Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system.
• Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility.
• Collaborate closely with cross-functional teams-including Account, Sales, and Marketing-to drive a seamless and positive customer experience while proactively addressing critical challenges.
• Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies to enhance security posture.
• Serve as a subject matter expert on Palo Alto Networks’ core technologies, identifying product defects through lab replication, network simulation, and performance testing.
• Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle.
• Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training.
• Contribute to the organization’s knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer-facing resources.
• Provide rapid, high-quality support in high-pressure situations, traveling to customer sites to expedite critical issue resolution.
• Engage in technical discussions with cross-functional teams to drive transparency, optimize security posture, and enhance cybersecurity resilience

Fluent English and also fluent in German or Italian or French

• 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
• Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies
• Ability to independently debug complex networks with mixed media and protocols with an advanced understanding of packet flow across multiple OSI layers
• 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
• The below skills are a plus:
• 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
• Skilled in engaging executive-level stakeholders with clear technical communication.
• Proven track record of effectively communicating technical concepts to diverse audiences, including C-level executives.
• Excellent written and verbal communication skills - the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates
• Willingness to work outside of normal business hours (As business needs dictate)
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience or equivalent military experience required

At Palo Alto Networks®, we’re united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.