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 This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Description 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 Technical Support to customers and partners T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks Provide configurations, troubleshooting, and best practices to customers Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner Provide fault isolation and root cause analysis for technical issues Preparing detailed RCA documents for official submissions to customers Publish Technical Support Bulletins and other technical documentation in the Knowledge Base Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc. Working with engineering on filling bugs and working with product teams on feature requests Working on Hot / Risk technical escalations from the region or other theaters Lead case swarming and training sessions for frontline teams Willing to work in flexible and varying shift times, including weekends and evenings Qualifications (Additional Job Description) Preferred Qualifications More than 3 years of customer-facing technical support experience Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.) Experience working with networking technologies: ARP - LACP - 802.1Q - STP - routing protocols (OSPF, BGP) on IPv4/IPv6 Experience working with Firewall Central Management Systems Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar) Working knowledge of Security services (IDS/IPS, Firewalls etc.) Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required Excellent English written and verbal communication skills are required Experience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.) Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus Willing to work in flexible and varying shift times including weekends and evenings is a plus Travel to customer sites in the event of a critical situation to expedite resolution as required (if needed) i ... (truncated, view full listing at source)