Principal Support Engineering Specialist - SASE

Your Career

As Principal Support Specialist for Palo Altos SASE offerings you are a thought leader who brings in elevated and consultative postsales technical support to Palo Alto Networks End User Customers. You would be highly impactful when acting as TAC lead for large customers with complex interrelated sets of issues.  You will act as an anchor point guiding other TAC engineers handling these technical issues and helping to give an overall direction to such customers. 

As a Principal Support Specialist you will work closely with our SASE customers and partners to understand solutions offering requirements and needs for the region. You will act as a subject matter expert to see the broad view as well as the indepth view switching modes based on situational demands. You will use your vast and indepth experience to provide innovative solutions to customers. For systemic issues  you will also work with Development Sales Q/A and Marketing to build a longterm strategy that will enhance troubleshooting capability product quality and internal processes. You will also identify trends in TAC that may benefit enhanced training.

Your Impact

• Serve as the primary technical contact for escalated issues related to Palo Altos SASE offerings
• Lead troubleshooting efforts for intricate technical problems providing fault isolation and root cause analysis
• Act as a subject matter expert in areas including Routing & Switching (OSPF BGP VLAN STP) and Security (IPSEC SSLVPN NAT GRE)
• Provide technical leadership and consultation on complex system solutions leveraging your expertise in nextgeneration firewalls and product architectures
• Review and publish technical documentation in our Knowledge Base and mentor colleagues in generating technical knowledge articles
• Work with crossfunctional teams including Development Sales QA and Marketing to enhance product quality and internal processes
• Identify trends in technical support and advocate for enhanced training initiatives to improve team proficiency
• Champion a culture of innovation and continuous learning mentoring team members to increase engineering skills and efficiency

Qualifications :

Your experience:

• Bachelors degree in Computer Science Information Technology or related field or equivalent military experience required
• 5 years of experience in a technical support role with expertise in Routing & Switching and Security technologies
• Strong understanding of cloud deployments particularly in AWS and GCP
• Experience with nextgeneration firewalls and deep knowledge of productlevel architecture and packet flows
• Familiarity with authentication protocols such as Radius and TACACS
• Proficiency in using traffic generator tools scripting and automation mechanisms to replicate complex customer scenarios
• Relevant certifications (e.g. CCNP CCIE CISSP) are highly desirable
• Excellent written and verbal communication skills with the ability to articulate complex technical concepts to both technical and nontechnical stakeholders

Additional Information :

The Team

Our Technical Support team is critical to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.

Youll be involved in implementing new products transitioning from old products to new and fixing integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

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