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Palo Alto Networks Italia Logo Palo Alto Networks Italia · IT - Software Development

Senior Technical Support Engineer- Prisma Access Browser

India, Bengaluru Employment contract · Job Posted May 14, 2026
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Job Description

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 and better cybersecurity.

Job Responsibility

  • Provide technical support, configurations, troubleshooting, and best practices to customers and partners
  • Manage support cases to ensure timely recording, tracking, resolution, and follow-up
  • Collaborate with engineering teams to resolve customer-found defects and drive product improvements
  • Perform fault isolation and root cause analysis for complex technical issues in customer environments
  • Create and publish technical documentation, such as support bulletins and knowledge base articles
  • Review and provide feedback on technical documentation for training materials, marketing collateral, and user guides
  • Travel to customer sites for critical situations to expedite resolution when necessary
  • Provide on-call support on a rotational basis to address urgent customer needs

Requirements

  • Bachelor's degree or equivalent experience with a minimum of 5 years in a technical support or network engineering role
  • Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts clearly
  • Expertise in networking protocols and technologies including TCP/IP, DNS, IP routing, HTTP/HTTPS, VPN, IPSEC, PKI, SSL, and authentication protocols (LDAP, RADIUS)
  • Demonstrated ability to independently debug broad, complex, and unique network environments
  • Proven ability to collaborate effectively in a cross-functional team environment, taking ownership of issues to drive resolution

Nice to have

  • Experience with Firewall Central Management Systems and SD-WAN technologies
  • Experience with multi-factor authentication security systems (tokens, certificates, CAC cards)
  • Hands-on experience with virtualization platforms (AWS, Azure, VMWare, GCP)
  • Experience with competing security products from vendors such as Cisco, Checkpoint, or Fortinet
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