Senior Technical Support Engineer - Focused Services

Our Mission At Palo Alto Networks®, we are 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 are ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you are 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!

Your Career You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You are a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You will enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure— which means you will need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Your Impact Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web. Remote support, deployment and knowledge transfer. 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. 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 may be required to customer sites in the event of a critical situation to expedite resolution. Work shoulder to shoulder with the Sales and Sales Engineering Teams.

Qualifications Please note that this role requires eligibility for Security Clearance, which includes having spent the last five years in the UK and holding British citizenship. Unfortunately, if you do not meet these requirements, we will be unable to proceed with your application.

• 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience
• Advanced certifications such as CCIE/JNCIE/CISSP—an advantage
• Excellent written and spoken communication skills, strength with establishing relationships
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• Excellent interpersonal skills and the ability to work well independently and in a team
• Self-disciplined, self-managed, self-motivated and strong sense of ownership, urgency, and drive
• Passionate to learn, understand, and dissect new technology stack quickly on own
• Strong project management, time management, and organizational skills
• Strong analytical skills for interpreting business requirements and translating them into technical specifications
• Profound knowledge in networking protocols such as TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP
• Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including VLANs, VLAN aggregation
• Experience with security (IPSEC, SSL-VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centers
• Experience with Authentication Protocols a plus (Radius/TACACS)
• Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments—PANW firewalls and VM-Series—a plus
• Excellent problem-solving, critical thinking, communication, and teamwork skills
• Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business

Our Commitment We are trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It is simple: we cannot accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.