Senior Technical Support Engineer-Platinum Support

Palo Alto Networks, Inc.; Bengaluru; On-site; INR 1,800,000 - 4,000,000; Full time

Job summary

Palo Alto Networks in Bengaluru is hiring for an advanced post-sales technical support specialist to service Platinum customers by phone, email, and web. You will diagnose complex networks, apply fault isolation, and coordinate with Engineering and ETAC teams.

The role requires 5+ years in technical support or network engineering, deep TCP/IP knowledge, and experience with security technologies. Flexibility to work shifts and a passion for solving real-world problems are essential.

Qualifications

• Bachelor's degree in a technical field or equivalent practical experience.
• 5+ years of experience in a technical support or network engineering role.
• Expert-level knowledge of TCP/IP and routing/switching protocols (OSPF, BGP).
• Deep experience with network security technologies such as IPsec, SSL-VPN, NAT, GRE.

Responsibilities

• Provide advanced post-sales technical support for Platinum customers via phone, email, and web.
• Meet or exceed enhanced response time SLAs for mission-critical systems.
• Manage and own customer support cases from report to resolution with timely follow-ups.
• Apply fault isolation and root cause analysis to diagnose complex network issues.
• Collaborate with Engineering and ETAC to qualify and resolve critical bugs.
• Perform multi-vendor troubleshooting in complex networks.
• Publish Technical Support Bulletins and KB articles.
• Collaborate with Development, Sales, and QA to improve documentation and customer experience.

Skills

TCP/IP

Routing & Switching

Network Security

Troubleshooting

Customer Support

Education

Bachelor's degree in a technical field

Tools

PCNSE

CCIE

JNCIE

Job description

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!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

• Provide advanced post-sales technical support, including configuration and troubleshooting, to Platinum customers via phone, email, and web.


• Meet or exceed enhanced response time SLAs for mission-critical systems covered under the Platinum Support offering.


• Manage and own customer support cases from initial report to final resolution, ensuring timely follow-ups and comprehensive documentation.


• Apply expert fault isolation and root cause analysis methodologies to diagnose and resolve complex technical challenges in customer environments.


• Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs.


• Conduct multi-vendor troubleshooting to resolve issues in complex, integrated network and security environments.


• Author and publish Technical Support Bulletins and other technical documentation to the company's knowledge base.


• Proactively collaborate with Development, Sales, and Quality Assurance teams to enhance the customer experience and improve product documentation.

Qualifications

Required Qualifications

• Bachelor's degree in a technical field or equivalent practical experience.


• 5+ years of experience in a technical support or network engineering role.


• Expert-level knowledge of TCP/IP and extensive experience with routing and switching protocols (e.g., OSPF, BGP).


• In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE.


• Proven ability to independently debug broad and complex networks with mixed media and protocols.


• Flexibility to work required shift hours, which may include afternoons, evenings, and weekends.

Preferred Qualifications

• Experience with Palo Alto Networks products (PCNSE certification is a strong plus).


• Advanced industry certifications such as CCIE or JNCIE.


• Experience with authentication protocols such as LDAP, SAML, RADIUS, or TACACS+.


• Knowledge of virtualization (VM) and multi-cloud environments (AWS, Azure, GCP).


• Prior experience working in a technical support center for a major networking or security vendor (e.g., Cisco, Juniper, Fortinet).

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.