Principal Technical Support Engineer

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 the Principal Technical Support Engineer for Enablement and Automation, you will be a key technical leader and driving force within Global Customer Support (GCS), partnering with the Technical Assistance Center (TAC) and Engineering to revolutionize our support capabilities. This high-impact role demands a strategic thinker with deep technical expertise and a passion for empowering others. You will act as a bridge between business needs and technical execution, translating strategic objectives into tangible improvements in TAC efficiency, scalability, and effectiveness. This role requires a global perspective and the ability to collaborate effectively with teams across different regions and time zones. Key Responsibilities Spearhead initiatives to improve TAC efficiency and scalability, focusing on AI-led workflow improvements, automation, and streamlined processes to reduce resolution times. Develop and deliver cutting-edge training programs and enablement content for global TAC engineers to accelerate ramp time and ensure consistent, high-quality support. Influence product development by collaborating with Product Management and Engineering to incorporate support and serviceability requirements into the product lifecycle. Analyze root causes of recurring issues and proactively collaborate with Engineering to implement permanent fixes, minimizing customer impact and improving product quality. Represent TAC's needs and challenges to leadership and cross-functional teams, ensuring support is a key consideration in all organizational decisions. Analyze, map, and optimize technical support workflows and business processes to drive continuous improvement. Monitor and report on key performance indicators such as team enablement, automation success rates, time to resolution, and customer satisfaction. Qualifications Required Qualifications Bachelor's degree with 12 years of experience, or Master's degree with 8 years of experience, or PhD with 5 years of experience in a technical field. Proven track record of leading and implementing successful technical projects, preferably in a global capacity within the networking or security industry. Experience developing and implementing Technical Support Strategy, mentoring senior technical staff, and leading cross-functional strategic initiatives. Deep understanding of TCP/IP, routing protocols (BGP, OSPF), complex LAN/WAN architectures, and network security concepts (Firewalls, VPNs, PKI, IPS). Demonstrated experience with scripting languages for automation. Excellent communication and presentation skills, with the ability to explain complex technical concepts to diverse audiences. Preferred Qualifications Direct experience with Palo Alto Networks products. Experience applying AI ... (truncated, view full listing at source)