Staff Technical Support Engineer- Firewall

Customer Supportposted 3w ago

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

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Key Responsibilities

Provide advanced technical support, including configuration and troubleshooting, for customers and partners on firewalls.
Manage and prioritize support cases to ensure issues are recorded, tracked, resolved, and followed-up in a timely manner, maintaining high levels of customer satisfaction.
Perform in-depth fault isolation and root cause analysis for complex technical issues in on-prem, virtualized and cloud environments.
Collaborate with engineering and product teams by providing feedback from customers to drive product improvements and resolve bugs.
Create and publish technical documentation, including support bulletins and knowledge base articles, to enable customer self-service.
Review technical documentation for training materials, technical marketing collateral, and troubleshooting guides to ensure accuracy.
Provide on-call support on a rotational basis to address critical customer issues outside of standard business hours.

Qualifications

Required Qualifications

More than 7 years of customer-facing technical support experience.
Strong understanding of networking protocols including TCP/IP, Ethernet, VLAN, OSPF, BGP, LDAP, RADIUS.
Proficient with security protocols such as IPSEC, SSL-VPN, NAT, and GRE.
Expertise in working with Firewalls.
Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar).
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
Virtualization experience (AWS, Azure, VMWare, OpenStack). Experience deploying and managing firewalls within public cloud infrastructures.
Excellent written and verbal communication skills.
AI Exposure & Operational Efficiency
AI & Automation Familiarity: Experience or a strong interest in leveraging AI utilities and workflow automation platforms (such as coding assistants, low-code integration tools, or orchestration systems) to build helper scripts, streamline diagnostics, or automate repetitive support tasks.
Future-Ready Mindset: A basic conceptual understanding of AI workflows (such as LLMs or automated task flows) with an interest in identifying how these technologies can be applied to optimize customer communication or accelerate knowledge sharing (like automated KB drafting)

Preferred Qualifications

Knowledge of scripting languages (e.g., Python) or traffic generation tools.
Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus.
Previous experience supporting Palo Alto Networks products / firewalls is a plus.

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 accommodations@paloaltonetworks.com.

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.

Key Responsibilities

Provide advanced technical support, including configuration and troubleshooting, for customers and partners on firewalls.

Manage and prioritize support cases to ensure issues are recorded, tracked, resolved, and followed-up in a timely manner, maintaining high levels of customer satisfaction.

Perform in-depth fault isolation and root cause analysis for complex technical issues in on-prem, virtualized and cloud environments.

Collaborate with engineering and product teams by providing feedback from customers to drive product improvements and resolve bugs.

Create and publish technical documentation, including support bulletins and knowledge base articles, to enable customer self-service.

Review technical documentation for training materials, technical marketing collateral, and troubleshooting guides to ensure accuracy.

Provide on-call support on a rotational basis to address critical customer issues outside of standard business hours.