Senior Enterprise Technical Support Engineer

Palo Alto Networks; Plano (TX); 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 most high-value enterprise accounts. You will be a critical thinker who provides advanced post-sales support for complex, multi-layered infrastructures and acts as a key technical contact for both technical and non-technical stakeholders.

This role requires rapid, thoughtful action in high-pressure situations to keep customer environments secure, with responsibilities spanning

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 both 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 effort and improve resolution times.
• Meet and exceed enhanced response time SLAs for mission-critical systems.
• Apply fault isolation and RCA across complex environments.
• Partner with Development, QA and Product Management to identify defects and influence product serviceability.
• Reproduce issues in a lab to isolated critical product bugs.
• Author Technical Support Bulletins and mentor engineers to scale the team’s expertise.
• Translate intricate engineering issues into precise business terms for executives during active crises.
• Review customer context and topology data and maintain the shared context database.

Skills

Network ops

Infra engineering

Cybersecurity support

OSI/TCPIP

Security protocols

Executive 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 most high-value enterprise accounts. You will be a critical thinker who provides advanced post-sales support for complex, multi-layered infrastructures and acts as a key technical contact for both technical and non-technical stakeholders.

This role requires rapid, thoughtful action in high-pressure situations to keep customer environments secure, with responsibilities spanning