Senior Technical Support Engineer-SW Firewall (NAM Shift)

Our Mission At Palo Alto Networks, were united by a shared missionto 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 youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are, youre 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! We believe collaboration thrives in person. Thats why most of our teams work from the office full time, with flexibility when its needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary Job Summary As a Senior Technical Support Engineer, you will be a critical point of contact for our valued customers, addressing complex post-sales technical issues. You will leverage your in-depth analytical skills to troubleshoot and resolve challenging problems, collaborating with cross-functional teams to ensure customer success and product improvement. This role requires you to effectively communicate technical solutions to both technical and non-technical audiences, contributing directly to protecting our customers' digital way of life. Key Responsibilities Act as a Tier 3 escalation point, handling complex technical issues from customers, partners, and internal support teams. Provide advanced troubleshooting, configuration guidance, and best practices for SW Firewall products. Manage the entire lifecycle of support cases, ensuring timely resolution, documentation, and customer follow-up. Perform in-depth fault isolation and root cause analysis (RCA), preparing detailed reports for customer submission. Proactively collaborate with Engineering and Product teams to report bugs, advocate for feature requests, and drive product improvements. Develop and publish technical documentation, including knowledge base articles and support bulletins, to empower users and internal teams. Lead case swarming sessions and provide technical training to enhance the skills of frontline support teams. Proactively manage and resolve high-risk technical escalations to maintain customer satisfaction and trust. Qualifications Job Description Job Description Key Responsibilities Act as a Tier 3 escalation point, handling complex technical issues from customers, partners, and internal support teams. Provide advanced troubleshooting, configuration guidance, and best practices for SW Firewall products. Manage the entire lifecycle of support cases, ensuring timely resolution, documentation, and customer follow-up. Perform in-depth fault isolation and root cause analysis (RCA), preparing detailed reports for customer submission. Proactively collaborate with Engineering and Product teams to report bugs, advocate for feature requests, and drive product improvements. Develop and publish technical documentation, including knowledge base articles and support bulletins, to empower users and internal teams. Lead case swarming sessions and provide technical training to enhance the skills of frontline support teams. Proactively manage and resolve high-risk technical escalations to maintain customer satisfaction and trust. Qualifications Qualifications Required Qualifications 5+ years of experience in a customer-facing technical support role. Expert-level knowledge of networking technologies including TCP/IP, routing protocols (OSPF, BGP), L2/L3 switching, and IPv4/IPv6. Demonstrated expertise with security protocols and technologies such as IPSEC, SSL/TLS, PKI, and authentication protocols (LDAP, RADIUS). Proven ability to independently troubleshoot and debug complex, multi-protocol network environments. Excellent written and verbal communication skills in English, with the ability to articulate technical issues clearly. Preferred Qualifications .