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Palo Alto Networks Italia Logo Palo Alto Networks Italia · IT - Administration

Sr. Technical Support Engineer, Focused Services

India, Bengaluru · Job Posted January 13, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

Nice to have

  • 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+

What we offer

  • FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
  • mental and financial health resources
  • personalized learning opportunities
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