Senior Technical Support Engineer—Enterprise AI SLA Expert

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 high-value enterprise accounts. You will deliver advanced post-sales support for complex infrastructures and act as a technical liaison to executive stakeholders.

The role requires deep networking and security expertise, strong communication, and the ability to work in high-pressure situations. Programming AI-assisted tools and collaborating with product teams are core parts of the job.

Qualifications

• Experience: 5+ years in network ops, infra engineering, or enterprise cybersecurity support.
• Education: Bachelor’s degree in CS/IT or equivalent.
• Networking mastery across OSI layers, TCP/IP, and advanced routing (BGP, OSPF).
• Security: IPSEC, SSL/TLS, NAT, PKI expertise.
• Excellent communication to explain issues to technical and non-technical audiences.

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 expert diagnostics and RCA across complex environments.
• Partner with Development, QA, and Product Management to identify defects and influence roadmaps.
• Lab reproduce customer issues to qualify critical product bugs.
• Author TSBs and architecture papers; mentor junior engineers.

Skills

Network ops

Security

Communication

OSI/TCPIP

Troubleshooting

Education

Bachelor’s degree

Tools

VMware ESXi

KVM

AWS

Azure

GCP

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer to serve as a premier technical authority for high-value enterprise accounts. You will deliver advanced post-sales support for complex infrastructures and act as a technical liaison to executive stakeholders.

The role requires deep networking and security expertise, strong communication, and the ability to work in high-pressure situations. Programming AI-assisted tools and collaborating with product teams are core parts of the job.