Senior Staff Tech Support Engineer

Palo Alto Networks; Santa Clara (CA); On-site; USD 117,000 - 189,200; Full time

Job summary

Palo Alto Networks in Santa Clara, CA, seeks a Staff Technical Support Engineer to serve as a premier technical authority within our support ecosystem. You will bridge Technical Support, Product Management, and Engineering, influencing product serviceability and the overall customer experience for enterprise customers and executive stakeholders.

You will drive advanced diagnostics, mentor engineers, and help define standard troubleshooting frameworks while advancing AI-driven support efficacy.

Qualifications

• 8+ years of progressive, advanced experience in network operations, infrastructure engineering, or enterprise cybersecurity support.
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Computer Architecture, or equivalent practical/military experience.
• Mastery-Level Network Analysis: comprehensive knowledge of multi-vendor networking fabrics and OSI-layer fault isolation.
• Enterprise Security Architecture: NGFW, CASB, SASE, ZTNA, and cryptographic tunneling.
• Identity & Modern Authentication Frameworks: IdP, SSO, SAML 2.0, OIDC, OAuth, LDAP.
• Systemic Project & Time Optimization: leading cross-functional initiatives with customer commitments.

Responsibilities

• Acutest Escalation Tier: ultimate internal escalation point for the most complex emergencies, owning technical resolution.
• Product Serviceability & Engineering Interface: work with Development, QA, and Product Management on defects and roadmaps.
• Innovation & Support Automation: develop automated diagnostics and AI-driven utilities to improve troubleshooting accuracy.
• Strategic Knowledge & Thought Leadership: author technical bulletins, whitepapers, and root-cause analyses.
• Global Talent Enablement: design onboarding curriculums and mentor engineers across global teams.
• Executive Advocacy: contribute to QBRs and translate complex issues for executives.
• Provide support that includes weekend, holiday shifts and on-call coverage.

Skills

Network operations

Infrastructure engineering

Enterprise cybersecurity

Cross-functional collaboration

Executive stakeholder communication

Education

Bachelor’s or Master’s degree in Computer Science / Information Technology / Computer Architecture

Equivalent practical/military experience

Tools

NGFW

CASB

SASE

ZTNA

IPsec/SSL/TLS

AWS / Azure / GCP

Job description

Palo Alto Networks in Santa Clara, CA, seeks a Staff Technical Support Engineer to serve as a premier technical authority within our support ecosystem. You will bridge Technical Support, Product Management, and Engineering, influencing product serviceability and the overall customer experience for enterprise customers and executive stakeholders.

You will drive advanced diagnostics, mentor engineers, and help define standard troubleshooting frameworks while advancing AI-driven support efficacy.