Technical Support Engineer- NAM shift

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, you will be a key player in our customer's post-sales journey, addressing complex technical challenges that require in-depth analysis and evaluation. You will apply your critical thinking and expertise to resolve issues, network with cross-functional teams to enhance our products, and communicate technical details effectively to both technical and non-technical audiences. Your role is crucial in providing swift, thoughtful assistance to keep our clients' environments secure, often in high-pressure situations. Key

Responsibilities Provide Tier 3 technical support for escalations from frontline and Tier 2 teams, serving as a subject matter expert. Deliver expert guidance on configurations, troubleshooting, and best practices to customers and partners. Manage the entire lifecycle of support cases to ensure issues are recorded, tracked, and resolved in a timely manner. Perform in-depth fault isolation and root cause analysis for complex technical issues, preparing detailed RCA documents for customers. Proactively collaborate and exchange information with engineering and product teams to file bugs and advocate for feature requests. Develop and publish technical documentation, including Support Bulletins and knowledge base articles, to empower users and internal teams. Lead case swarming sessions and provide technical training to frontline support teams to elevate overall team capabilities. Maintain operational readiness by working flexible and varying shift times, including weekends and evenings as required.