Senior Technical Support Engineer

Senior Technical Support Engineer - Focused Services

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital ...

Location

Poland , Bukowno Warszawa, Silesia

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

Fluent English and also fluent in German or Italian or French
Minimum of 7 years of network security experience
Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g, BGP, OSPF, EIGRP), branch, and center architectures
Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies
Ability to independently debug complex networks with mixed media and protocols with an advanced understanding of packet flow across multiple OSI layers
In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT
Proficiency with network troubleshooting tools - Wireshark, GNS3
Strong grasp authentication protocols - LDAP, TACACS+, Radius
Willingness to work outside of normal business hours (As business needs dictate)
BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience or equivalent military experience required

Job Responsibility

Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation
Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system
Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility
Collaborate closely with cross-functional teams—including Account, Sales, and Marketing—to drive a seamless and positive customer experience while proactively addressing critical challenges
Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies to enhance security posture
Serve as a subject matter expert on Palo Alto Networks' core technologies, identifying product defects through lab replication, network simulation, and performance testing
Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle
Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training
Contribute to the organization’s knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer-facing resources
Provide rapid, high-quality support in high-pressure situations, traveling to customer sites to expedite critical issue resolution

Fulltime

Senior Technical Support Engineer - Focused Services

As a Senior Technical Support Engineer for Focused Services, you will deliver a ...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

5+ years of experience in a client-facing technical support, network engineering, or systems engineering role
Demonstrated experience with TCP/IP and advanced routing & switching protocols (e.g., OSPF, BGP, VLAN, STP)
Hands-on experience with Palo Alto Networks products and technologies
Proven ability to independently debug broad, complex, and unique networks with mixed media and protocols
Flexibility to work non-standard shift hours as required, including afternoons, evenings, and weekends

Job Responsibility

Provide reactive and proactive technical support, including configuration reviews and best practice guidance, to a dedicated portfolio of high-value customers
Manage and prioritize support cases effectively, ensuring all issues are meticulously recorded, tracked, and resolved in a timely manner
Perform advanced fault isolation and root cause analysis for complex, multi-faceted technical issues across diverse network environments
Proactively collaborate with internal teams, including development, to reproduce customer issues and drive resolutions for complex problems
Develop and publish technical documentation, such as support bulletins and knowledge base articles, to simplify complex topics for customers and internal teams
Maintain secure, detailed, and customer-specific documentation to streamline current and future troubleshooting efforts
Travel to customer sites as required to partner with Technical Account Managers and provide hands-on support for key accounts

Fulltime

Senior Technical Support Engineer- Focused Services

Join our team as a dynamic Technical Support Engineer, driving customer success ...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

Minimum of 5 years of network security experience
BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience or equivalent military experience required
Expertise in TCP/IP, LAN/WAN technologies, routing protocols (e.g, BGP, OSPF, EIGRP), and branch/center architectures
Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies
Ability to independently debug complex networks with an advanced understanding of packet flow across multiple OSI layers
In-depth knowledge of networking operations (TCP/UDP, SNMP, IPv6, VLSM, CIDR, NAT) and authentication protocols (LDAP, TACACS+, Radius)
Proficiency with network troubleshooting tools such as Wireshark and GNS3
Excellent written and verbal communication skills, with a proven track record of communicating technical concepts to diverse audiences, including C-level executives
Willingness to work outside of normal business hours as business needs dictate

Job Responsibility

Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation
Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system
Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility
Collaborate closely with cross-functional teams—including Account, Sales, and Marketing—to drive a seamless and positive customer experience while proactively addressing critical challenges
Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies to enhance security posture
Serve as a subject matter expert on Palo Alto Networks' core technologies, identifying product defects through lab replication, network simulation, and performance testing
Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle
Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training
Contribute to the organization’s knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer-facing resources
Provide rapid, high-quality support in high-pressure situations, traveling to customer sites to expedite critical issue resolution

Fulltime

Sr. Technical Support Engineer, Focused Services

As a Senior Technical Support Engineer, you will be heavily engaged to personali...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

4+ years of experience in client-facing, technical support type roles
Excellent written and verbal communication skills
Experience in TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP)
Experience with Palo Alto Networks products and technology
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
Experience with Authentication Protocols (Radius / TACACS) is preferred
Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms
Ability to summarise a situation clearly for executives internally and externally, and in delivering presentations to senior stakeholders
Flexibility to work shift hours as required, including afternoons, evenings, and weekends

Job Responsibility

Provide reactive/proactive technical support to top-tier customers
Provide configuration review, troubleshooting and best practices to named customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts

Fulltime

Staff Technical Support Engineer, Focused Services, NGFW

As a designated customer advocate under Focused Services, you will work firsthan...

Location

United States , Plano

Salary:

117000.00 - 189200.00 USD / Year

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

8+ years of progressive, advanced experience in network operations, infrastructure engineering, or enterprise cybersecurity support
Education: Bachelor’s or Master's degree in Computer Science, Information Technology, Computer Architecture, or equivalent practical/military experience
Mastery-Level Network Analysis: Comprehensive, authoritative knowledge of multi-vendor networking fabrics, complex routing architectures (e.g., advanced BGP topologies, OSPF, EIGRP), packet-level micro-flows, and deep OSI-layer fault isolation
Enterprise Security Architecture: Expert-level mastery of Next-Generation Firewalls (NGFW), Cloud Security Access Brokers (CASB), SASE architectures, Zero Trust network access (ZTNA), and advanced cryptographic tunneling protocols (IPsec, SSL/TLS)
Identity & Modern Authentication Frameworks: In-depth technical proficiency with cloud-forward identity provider systems (IdP) and single sign-on (SSO) frameworks using advanced authentication protocols (e.g., SAML 2.0, OIDC, OAuth, along with standard RADIUS, TACACS+, and LDAP setups)
Systemic Project & Time Optimization: Demonstrated success in leading cross-functional initiatives, balancing strategic architectural engineering projects alongside high-priority customer commitments

Job Responsibility

Acutest Escalation Tier: Serve as the ultimate internal escalation point for the most complex, multi-layered, and critical technical emergencies globally, taking definitive technical ownership to resolve structural network security crises
Product Serviceability & Engineering Interface: Partner directly with Development, QA, and Product Management to identify systemic software defects, steer product feature roadmaps based on support data, and design proactive architectural solutions that minimize support overhead
Innovation & Support Automation: Pioneer advanced automated diagnostics, custom log parsing scripts, and predictive troubleshooting playbooks
Strategic Knowledge & Thought Leadership: Establish industry-leading documentation standards
author comprehensive, high-impact Technical Support Bulletins, advanced architecture whitepapers, and authoritative root-cause analysis documents for broad internal and external consumption
Global Talent Enablement: Design, build, and deliver technical onboarding curriculums and advanced training frameworks
Actively mentor Senior and Core Support Engineers, conduct technical candidate screenings, and calibrate technical standards across global support theaters
Executive Advocacy: Act as a critical technical voice in Quarterly Business Reviews (QBRs) and high-stakes executive interactions, translating intricate, cross-vendor engineering issues into precise, business-impact terms for C-level stakeholders

Fulltime

Senior Technical Support Engineer - Endpoint Security (Cortex XDR/XSIAM)

As a Senior Technical Support Engineer for Focused Services - XDR, you will be a...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

Bachelor's degree in Engineering, a related technical field, equivalent military experience, or equivalent practical experience
Relevant experience in a technical support, systems engineering, or similar role with a focus on customer service
Demonstrated experience with endpoint security technologies such as XDR, SOAR, or SIEM
Expertise in troubleshooting and debugging applications on Windows, Linux, and macOS operating systems
Strong experience with Microsoft environments (SCCM, GPO, AD, MSSQL, IIS) and a fundamental understanding of malware and exploits

Job Responsibility

Respond to and triage user-reported issues via ticketing system, phone, or remote sessions, adhering to established Service Level Agreements
Perform advanced, multi-level troubleshooting at the application and OS level to isolate and resolve complex technical problems
Collaborate effectively with development and other teams to identify fault areas (code, environment, configuration) and drive the implementation of fixes
Facilitate comprehensive root cause investigations and manage the implementation of corrective and preventative measures to prevent future occurrences
Proactively engage with customers to address Cortex XDR technical needs and provide escalation management for enterprise deployment issues
Document all actions and solutions meticulously in tracking systems and account-specific repositories to ensure alignment and knowledge sharing
Reproduce customer issues in a lab environment to assist developers in resolving technical challenges and provide timely product feedback

Fulltime

As a Senior Technical Engineer for SASE & SD-WAN, you will be a key technical re...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

5+ years of experience in Network Engineering, with a minimum of 2 years focused on SD-WAN and/or SASE technologies
Advanced, hands-on experience with SD-WAN platforms such as Cisco Viptela/Velocloud, Palo Alto Prisma SD-WAN, or Fortinet
Mastery of complex routing protocols including BGP and OSPF, and tunneling protocols like IPsec and GRE
Demonstrated experience with SASE components including ZTNA (Zero Trust Network Access), SWG (Secure Web Gateway), CASB (Cloud Access Security Broker), and FWaaS (Firewall as a Service)
Strong understanding of cloud networking concepts within AWS, Azure, or GCP (e.g., Direct Connect, ExpressRoute, Transit Gateways)
Excellent written and verbal communication skills

Job Responsibility

Lead the architecture and design of global SD-WAN overlays and Secure Access Service Edge (SASE) integrations, including ZTNA, CASB, and SWG
Orchestrate the migration from legacy MPLS/VPN architectures to agile, software-defined solutions, ensuring minimal disruption
Proactively collaborate with security teams to implement and enforce Zero Trust principles across the wide area network
Act as the final point of escalation for complex network outages, applying advanced problem-solving to identify root causes and provide practical solutions
Analyze traffic patterns and application performance to fine-tune Forward Error Correction (FEC) and Quality of Service (QoS) policies for optimal user experience
Challenge existing processes curiously and positively to simplify network operations and improve overall service delivery
Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Be the subject matter expert on core technologies of Palo Alto Networks product line
Provide support that includes mandatory weekend, holiday shift work and on-call support

Fulltime

Senior Technical Support Engineer

Join our team and immerse yourself in the dynamic world of innovative global com...

Location

Ukraine

Salary:

Not provided

Intellias

Expiration Date

Until further notice

Requirements

3+years in a technical support or IT support role
Excellent communication skills in English (C1 or higher – written and spoken)
Basic knowledge of server hardware, software, and operating systems
Practical understanding of ITIL processes (Incident, Problem, Change, Service Request, MIM)
Proven experience in troubleshooting and problem resolution
Ability to analyse complex technical issues
Experience with help desk software like Atlassian (Jira, Confluence), Zendesk, Freshdesk, ServiceNow etc.
Hands-on experience with Okta or similar IdP (SSO configuration, user lifecycle management, MFA troubleshooting)
Proficiency in managing Slack, Zoom, and Google Workspace at an admin level
Experience with macOS and MDM solutions (e.g., JAMF), device provisioning & lifecycle

Job Responsibility

Respond to support incidents and service requests via defined communication channels in line with SLAs
Investigate and resolve incidents, including real-time issues, through structured troubleshooting and log analysis
Perform advanced technical troubleshooting, including root cause analysis and validation of resolution approaches
Manage user access requests, including provisioning, deprovisioning, permission changes, and service account/API token setup across multiple SaaS platforms
Support identity and authentication processes, including troubleshooting SSO, MFA, and OAuth/SAML integration issues
Administer collaboration tools (e.g., Slack, Zoom, email platforms), including configuration, user management, and issue resolution
Execute employee lifecycle processes, including onboarding and offboarding (account setup, access revocation, hardware coordination)
Provide endpoint and hardware support, including macOS troubleshooting, device provisioning, and repair coordination
Diagnose and resolve incidents, escalating complex issues with proper documentation when needed
Maintain and update documentation, including runbooks, knowledge base articles, and operational procedures

Fulltime

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