Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Your Career

In this senior role, you will be a trusted technical partner for our valued customers, tackling their most complex post-sales challenges. You will apply in-depth analysis and critical thinking to resolve issues, acting as a key technical resource in high-pressure situations. Your work involves collaborating with cross-functional teams to enhance our products and ensure our customers' environments remain secure, directly contributing to our mission of protecting the digital world.

Your Impact

• Provide advanced post-sales technical support, including configuration, troubleshooting, and best practice guidance to customers via phone, email, and web.
• Manage and own customer support cases from initial recording to final resolution, ensuring timely follow-up and effective communication.
• Apply expert fault isolation and root cause analysis techniques to diagnose and resolve complex, multi-faceted technical issues in customer networks.
• Proactively collaborate with Engineering and QA by reproducing customer issues to qualify and escalate critical bugs, ensuring alignment on solutions.
• Deliver remote support for product deployments and conduct knowledge transfer sessions to empower customers and promote self-sufficiency.
• Contribute to team and customer success by creating and publishing technical bulletins and user documentation in the knowledge base.
• Build a positive customer experience by working closely with Development, Sales, and Quality Assurance teams, ensuring a unified approach to issue resolution.
• Travel to customer sites as needed during critical situations to provide hands-on support and expedite problem resolution.

Required Qualifications

• Bachelor of Science/Master of Science in a relevant field, equivalent experience, or equivalent military experience.
• 8+ years of experience in a technical support or network engineering role with a strong focus on customer-facing problem-solving.
• Demonstrated ability to independently debug broad, complex, and large-scale networks with mixed media and protocols.
• Expert knowledge of TCP/IP and advanced routing protocols such as BGP (multi-homing) and OSPF (multi-area).
• In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE in multi-vendor firewall environments.

Preferred Qualifications

• Advanced industry certifications such as CCIE, JNCIE, or CISSP.
• Experience working in a technical support center for a network security vendor.
• Hands-on experience with Palo Alto Networks firewalls, including Panorama and VM-Series.
• Familiarity with authentication protocols such as RADIUS and TACACS+.

The Team

Our Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign — it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.

Our Commitment

We’re problem solvers that 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  [email protected].

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?: Yes