Senior Technical Support Engineer - XSIAM

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary Job Summary As a Senior Technical Support Engineer for Focused Services, you will deliver a personalized customer experience to ensure the successful adoption and operation of Palo Alto Networks products. You will develop a strategic partnership with customers and their Technical Account Manager to mitigate risks, troubleshoot complex technical issues, and provide proactive guidance. In this role, you will provide escalation management for critical technical issues, acting as a virtual member of the customer's team to accelerate their time to value. Key Responsibilities Provide reactive and proactive technical support, including configuration reviews and best practice guidance, to a dedicated portfolio of high-value customers. Manage and prioritize support cases effectively, ensuring all issues are meticulously recorded, tracked, and resolved in a timely manner. Perform advanced fault isolation and root cause analysis for complex, multi-faceted technical issues across diverse network environments. Proactively collaborate with internal teams, including development, to reproduce customer issues and drive resolutions for complex problems. Develop and publish technical documentation, such as support bulletins and knowledge base articles, to simplify complex topics for customers and internal teams. Maintain secure, detailed, and customer-specific documentation to streamline current and future troubleshooting efforts. Travel to customer sites as required to partner with Technical Account Managers and provide hands-on support for key accounts. Qualifications Required Qualifications 5+ years of experience in a client-facing technical support, network engineering, or systems engineering role. Demonstrated experience with TCP/IP and advanced routing & switching protocols (e.g., OSPF, BGP, VLAN, STP). Hands-on experience with Palo Alto Networks products and technologies. Proven ability to independently debug broad, complex, and unique networks with mixed media and protocols. Flexibility to work non-standard shift hours as required, including afternoons, evenings, and weekends. Preferred Qualifications Experience with authentication protocols such as RADIUS and TACACS+. Excellent verbal and written communication skills, with the ability to articulate complex technical issues to both technical and non-technical audiences. Experience summarizing critical situations and presenting technical findings to senior stakeholders Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at . Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.