Senior Technical Support Engineer- Platinum Support (NAM Shift)
About the role
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 a Senior Technical Support Engineer for our Platinum Support team, you will provide advanced, post-sales technical solutions to our most valued customers. This role requires addressing complex issues where in-depth evaluation of multiple factors is essential. You will be a critical thinker, adept at using sophisticated methods and techniques to achieve results, and skilled at communicating intricate technical details to both technical and non-technical audiences. Key
Responsibilities Provide advanced post-sales technical support, including configuration and troubleshooting, to Platinum customers via phone, email, and web. Meet or exceed enhanced response time SLAs for mission-critical systems covered under the Platinum Support offering. Manage and own customer support cases from initial report to final resolution, ensuring timely follow-ups and comprehensive documentation. Apply expert fault isolation and root cause analysis methodologies to diagnose and resolve complex technical challenges in customer environments. Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs. Conduct multi-vendor troubleshooting to resolve issues in complex, integrated network and security environments. Author and publish Technical Support Bulletins and other technical documentation to the company's knowledge base. Proactively collaborate with Development, Sales, and Quality Assurance teams to enhance the customer experience and improve product documentation.