Senior Director, AI-Driven Network Security Support

Palo Alto Networks, Inc.; Santa Clara (CA); On-site; USD 244,800 - 336,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Director of Network Security Support Engineering to lead the Americas NGFW technical organization. This role is an engineering‑intensive leadership position focusing on AI‑ready solutions and architectural feedback to reduce MTTR and friction in the product.

You will oversee tier‑4 escalations for Fortune 500 CIOs/CISOs, collaborate with Core Engineering and Product teams, and drive long‑term architecture to harden the platform.

Qualifications

• Deep expertise in AI/LLM frameworks to automate customer engineering and move from reactive to predictive support.
• Strong fluency with PANW NGFW architecture, PAN‑OS internals, and deployment across PA‑Series and VM/CN‑Series.

Responsibilities

• Lead Americas NGFW technical organization; manage tier-4/developer escalations for outages or security incidents.
• Provide deep-dive root-cause analysis with Core Engineering and Principal Developers to resolve issues.
• Build a bi-directional feedback loop with Product Management and Development Engineering for future releases.

Skills

AI‑Driven Support Transformation

NGFW Architectural Literacy

Escalation Management

Strategic Architecture

Technical Leadership

Operational Excellence

Education

STEM Bachelor’s Degree

Master’s Degree or MBA (preferred)

Job description

Palo Alto Networks is seeking a Senior Director of Network Security Support Engineering to lead the Americas NGFW technical organization. This role is an engineering‑intensive leadership position focusing on AI‑ready solutions and architectural feedback to reduce MTTR and friction in the product.

You will oversee tier‑4 escalations for Fortune 500 CIOs/CISOs, collaborate with Core Engineering and Product teams, and drive long‑term architecture to harden the platform.