Senior Technical Support Engineer, Focused Services

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! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary Your Career 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, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations). Your Impact Provide dedicated Technical Support for Prisma Cloud, ensuring service excellence in line with the statement of work and industry best practices Respond to user-reported issues within defined SLAs, ensuring high customer satisfaction Triage and resolve technical issues via ticketing systems, phone, and remote sessions Troubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teams Identify root causes (code, configuration, or environment), and work with engineering and product teams to deliver permanent solutions Share insights from customer interactions to improve our product and support experience Document troubleshooting steps and resolutions clearly for both internal and customer use Lead root cause analysis and coordinate corrective actions to prevent recurrence