Senior Technical Support Engineer - Focused Services

Palo Alto Networks, Inc.; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Senior Technical Support Engineer in Bengaluru, India to provide exceptional technical support for high-value customers. The role includes troubleshooting complex issues, managing support cases, and developing technical documentation. Ideal candidates will have over 5 years of experience in technical support, strong knowledge of TCP/IP protocols, and familiarity with Palo Alto products. This position requires excellent communication skills and the ability to work flexible hours.

Qualifications

• 5+ years of experience in a technical support, network engineering, or systems engineering role.
• Hands-on experience with Palo Alto Networks products.
• Excellent verbal and written communication skills.

Responsibilities

• Provide reactive and proactive technical support to high-value customers.
• Manage and prioritize support cases effectively.
• Perform fault isolation and root cause analysis for complex technical issues.
• Collaborate with internal teams to resolve customer issues.
• Develop and publish technical documentation.

Skills

Client-facing technical support

TCP/IP and advanced routing & switching protocols

Palo Alto Networks products and technologies

Debugging complex networks

Communication skills

Job description

Job Summary

As a Senior Technical Support Engineer for Focused Services, you will deliver a personalized customer experience to ensure the successful adoption and operation of Palo Alto Networks products. You will develop a strategic partnership with customers and their Technical Account Manager to mitigate risks, troubleshoot complex technical issues, and provide proactive guidance. In this role, you will provide escalation management for critical technical issues, acting as a virtual member of the customer's team to accelerate their time to value.

Key Responsibilities

• Provide reactive and proactive technical support, including configuration reviews and best practice guidance, to a dedicated portfolio of high‑value customers.
• Manage and prioritize support cases effectively, ensuring all issues are meticulously recorded, tracked, and resolved in a timely manner.
• Perform advanced fault isolation and root cause analysis for complex, multi‑faced technical issues across diverse network environments.
• Proactively collaborate with internal teams, including development, to reproduce customer issues and drive resolutions for complex problems.
• Develop and publish technical documentation, such as support bulletins and knowledge base articles, to simplify complex topics for customers and internal teams.
• Maintain secure, detailed, and customer‑specific documentation to streamline current and future troubleshooting efforts.
• Travel to customer sites as required to partner with Technical Account Managers and provide hands‑on support for key accounts.

Qualifications

• 5+ years of experience in a client‑facing technical support, network engineering, or systems engineering role.
• Demonstrated experience with TCP/IP and advanced routing & switching protocols (e.g., OSPF, BGP, VLAN, STP).
• Hands‑on experience with Palo Alto Networks products and technologies.
• Proven ability to independently debug broad, complex, and unique networks with mixed media and protocols.
• Flexibility to work non‑standard shift hours as required, including afternoons, evenings, and weekends.
• Experience with authentication protocols such as RADIUS and TACACS+ (preferred).
• Excellent verbal and written communication skills, with the ability to articulate complex technical issues to both technical and non‑technical audiences.
• Experience summarizing critical situations and presenting technical findings to senior stakeholders.

Accommodation

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].

Equal Opportunity Employer

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.