Senior IT Field Engineer

Palo Alto Networks, Inc.; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Palo Alto Networks is seeking a Senior IT Field Engineer for our Brazil office to join the IT Service Desk. You will own complex end-user computing issues, drive automation, and partner with global IT teams to ensure reliable services across Google Workspace, endpoints, and collaboration tools.

The role emphasizes remote collaboration across geographies while maintaining an on-site presence in Brazil, with focus on strong customer empathy, incident resolution, and continuous process improvement.

Qualificações

• BA/BS in Information Technology or equivalent and 3-5 years of progressive experience in IT Service Desk, Field Support, or End-User Computing roles.
• Deep proficiency in Google Workspace administration, Zoom/Slack management, and identity services (Okta, CyberArk, or similar).
• Expert-level understanding of macOS and Windows configuration, patching, policy enforcement, and MDM tools (Intune, JAMF).
• Strong knowledge of TCP/IP, VPN, wireless networking, and endpoint security practices.
• Demonstrated experience in developing automation scripts and utilizing AI-based tools or APIs to optimize Service Desk workflows and improve support efficiency.
• Ability to interpret data from ticketing systems and dashboards (ServiceNow or similar) to drive measurable performance improvements.
• Demonstrated success in balancing high technical standards with exceptional service delivery and empathy toward end-users.

Responsabilidades

• Lead the resolution of high-impact and complex technical issues across desktop, network, and SaaS environments. Perform in-depth root cause analysis and implement long-term remediations.
• Manage and optimize key end-user services, including Google Workspace, endpoint management (Mac, Windows), collaboration tools (Zoom, Slack), identity management (Okta, CyberArk), and secure access (VPN).
• Design, develop, and maintain advanced automation scripts and workflows (PowerShell, Python, or similar) to reduce manual effort and improve service metrics.
• Partner with network, systems, and security teams to support local IT infrastructure, site onboarding, and operational readiness for new technologies.
• Lead field support operations for your site, including workstation provisioning, network connectivity, A/V systems, and executive-level support.
• Author and maintain advanced knowledge base articles, support runbooks, and team SOPs that promote global consistency and knowledge sharing.
• Analyze Service Desk trends, identify service gaps, and propose technical or procedural improvements to increase efficiency and reduce ticket volumes.
• Use AI-assisted tools to enhance incident triage, automate common workflows, and proactively identify opportunities for system optimization.
• Provide technical guidance and mentorship to junior engineers and field technicians within the local and global Service Desk teams.

Conhecimentos

Google Workspace

Zoom/Slack management

Okta/CyberArk

macOS & Windows

VPN & TCP/IP

Automation scripts

AI tooling

ServiceNow

End-user support

Ticket analytics

Formação académica

BA/BS Information Technology or equivalent

Ferramentas

Intune

JAMF

PowerShell

Python

ServiceNow

Descrição da oferta de emprego

Our Mission

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.

Job Summary

We are seeking an experienced Senior IT Field Engineer to join our IT Service Desk team. You will serve as a technical expert and a key contributor to the delivery, optimization, and automation of end-user support and workplace technology services. You’ll take full ownership of complex issues, implement scalable support solutions, and partner with global IT teams to strengthen system reliability and user experience.

This an in office role in our Brazil office

Key Responsibilities

• Lead the resolution of high-impact and complex technical issues across desktop, network, and SaaS environments. Perform in-depth root cause analysis and implement long-term remediations.
• Manage and optimize key end-user services, including Google Workspace, endpoint management (Mac, Windows), collaboration tools (Zoom, Slack), identity management (Okta, CyberArk), and secure access (VPN).
• Design, develop, and maintain advanced automation scripts and workflows (PowerShell, Python, or similar) to reduce manual effort and improve service metrics.
• Partner with network, systems, and security teams to support local IT infrastructure, site onboarding, and operational readiness for new technologies.
• Lead field support operations for your site, including workstation provisioning, network connectivity, A/V systems, and executive-level support.
• Author and maintain advanced knowledge base articles, support runbooks, and team SOPs that promote global consistency and knowledge sharing.
• Analyze Service Desk trends, identify service gaps, and propose technical or procedural improvements to increase efficiency and reduce ticket volumes.
• Use AI-assisted tools to enhance incident triage, automate common workflows, and proactively identify opportunities for system optimization.
• Provide technical guidance and mentorship to junior engineers and field technicians within the local and global Service Desk teams.

Qualifications

Required Qualifications

• BA/BS in Information Technology or equivalent and 3-5 years of progressive experience in IT Service Desk, Field Support, or End-User Computing roles.
• Deep proficiency in Google Workspace administration, Zoom/Slack management, and identity services (Okta, CyberArk, or similar).
• Expert-level understanding of macOS and Windows configuration, patching, policy enforcement, and MDM tools (Intune, JAMF).
• Strong knowledge of TCP/IP, VPN, wireless networking, and endpoint security practices.
• Demonstrated experience in developing automation scripts and utilizing AI-based tools or APIs to optimize Service Desk workflows and improve support efficiency.
• Ability to interpret data from ticketing systems and dashboards (ServiceNow or similar) to drive measurable performance improvements.
• Demonstrated success in balancing high technical standards with exceptional service delivery and empathy toward end-users.

Preferred Qualifications

• Experience working across global IT functions and time zones, contributing to 24/5 support coverage and shared initiatives.
• Actively seeks opportunities to improve with emerging tools, cloud platforms, and AI advancements in digital workplace support.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing required accommodations for all Persons with Disabilities.

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, disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

This job opening is part of a pipeline initiative designed to build interest of Persons with Disabilities (PwD) for employment opportunities at Palo Alto Networks. Therefore, only candidates who identify as Persons with Disabilities (PwD) will be considered for this position.

Please submit your resumé in English, as we are only able to consider applications received in this language.

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O Palo Alto Networks tem orgulho de ser um empregador que promove a igualdade de oportunidades e um ambiente de trabalho inclusivo.

Esta vaga de emprego faz parte de uma iniciativa de captação de talentos destinada a despertar o interesse de Pessoas com Deficiência (PcD) por oportunidades de emprego na Palo Alto Networks. Portanto, somente candidaturas de Pessoas com Deficiência (PcD) serão consideradas para esta vaga.

Pedimos, por gentileza, que a pessoa candidata envie o currículo em inglês, pois somente candidaturas submetidas nesse idioma poderão ser avaliadas.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t 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 [e-mail].

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.