Enterprise Tech Support Engineer — AI-Driven, Platinum

Palo Alto Networks; United States; On-site; USD 103,000 - 167,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to serve as a premier technical authority for our high-value enterprise accounts.

You will provide advanced post-sales support for complex architectures, detail issues to both technical and non-technical stakeholders, and ensure guaranteed response times with enhanced services in mission-critical environments. This role demands rapid, thoughtful action under pressure to keep customer environments secure.

Qualifications

• 5+ years of progressive experience in network operations, infrastructure engineering, or enterprise cybersecurity support.
• Bachelor’s degree in Computer Science, IT, or equivalent practical experience.
• Deep expertise in OSI L1-L7 layers, TCP/IP, and advanced routing protocols (BGP, OSPF).
• Expert command of IPSEC, SSL/TLS, NAT, and PKI.
• Ability to explain complex technical issues clearly to technical and non-technical audiences, including C-suite stakeholders.

Responsibilities

• Provide advanced post-sales technical support for Platinum-tier customers.
• Use AI-based tools to reduce customer effort and improve resolution times.
• Meet and exceed enhanced response time SLAs for mission-critical systems.
• Apply fault isolation and Root Cause Analysis to diagnose complex environments.
• Partner with Development, QA, and Product Management to identify defects and influence roadmaps.
• Reproduce complex issues in a lab to isolate bugs.
• Author Technical Support Bulletins and mentor junior engineers.
• Translate engineering issues into business-impact terms for executives.

Skills

5+ years exp

Networking mastery

Security proficiency

Communication

Education

Bachelor’s degree in CS/IT

Tools

VMware ESXi

KVM

AWS

Azure

GCP

OCI

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer to serve as a premier technical authority for our high-value enterprise accounts.

You will provide advanced post-sales support for complex architectures, detail issues to both technical and non-technical stakeholders, and ensure guaranteed response times with enhanced services in mission-critical environments. This role demands rapid, thoughtful action under pressure to keep customer environments secure.