Principal Technical Support Engineer

At Palo Alto Networks, the Principal Technical Support Engineer plays a critical role in cybersecurity, protecting digital life. This position involves strategic technical leadership, driving permanent resolution on complex architectural issues, and influencing product decisions for supportability. The role also focuses on AI and automation strategies to improve workflows, reduce resolution times, and champion serviceability and scalability in product development. Key responsibilities include developing training programs for TAC engineers and systematically eliminating root causes of high-impact issues through collaboration with engineering.

Must Have

• Act as the highest level of technical authority.
• Hold peer-to-peer conversations with Engineering and Customers.
• Drive permanent resolution on complex architectural issues.
• Drive AI-led workflow improvements and automation efforts across GCS.
• Influence the product development lifecycle by advocating for improved serviceability and scalability.
• Collaborate closely with Product Management and Engineering.
• Develop and deliver cutting-edge training programs and technical deep dives for TAC engineers.
• Systematically analyze root causes of recurring, high-impact issues.
• Collaborate directly with Engineering to implement permanent product fixes and process improvements.
• 10+ years of experience in technical support, engineering, or related field.
• Deep understanding of TCP/IP, routing protocols (BGP, OSPF), LAN/WAN architectures.
• Expertise in network security concepts: firewalls, VPNs (IPSEC, SSL), PKI, intrusion prevention systems.
• Extensive hands-on background in SASE and SD-WAN technologies.
• Significant exposure to solutions deployed across major Public Clouds (AWS, Azure, GCP) and Private Clouds.
• Proven experience in Security, Network, and/or IT Operations environments.
• Demonstrated experience applying AI/ML concepts to operational workflows.
• Expertise with scripting languages (e.g., Python) for Automation.
• Exceptional communication skills.
• Proven ability to influence product direction.

Perks & Benefits

• FLEXBenefits wellbeing spending account
• Mental health resources
• Financial health resources
• Personalized learning opportunities
• Choice in how you are supported

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

At Palo Alto Networks®, everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Your Impact

• Strategic Technical Leadership: Act as the highest level of technical authority. You will hold peer-to-peer conversations with Engineering and Customers to drive permanent resolution on complex architectural issues, ensuring supportability is a key consideration in organizational and product decisions.
• AI & Automation Strategy: Drive AI-led workflow improvements and automation efforts across GCS. Your goal is to achieve specific, measurable outcomes including significant Case Avoidance and Case Deflection, while drastically reducing Time to Resolution (TTR) and Time to Connect (TTC).
• Champion Serviceability & Scalability: Influence the product development lifecycle by advocating for improved serviceability and scalability in new and existing products. Collaborate closely with Product Management and Engineering to incorporate critical support requirements early in the design phase.
• Engineer Enablement: Develop and deliver cutting-edge training programs, technical deep dives, and enablement content for our Technical Assistance Center (TAC) engineers, ensuring the global team is ready to expertly support complex Cloud and SASE architectures.
• Root Cause Elimination: Systematically analyze root causes of recurring, high-impact issues. Collaborate directly with Engineering to implement permanent product fixes and process improvements, minimizing customer impact and elevating the overall support experience.

Qualifications

Your Experience

• Professional Experience: 10+ years of progressive experience in technical support, engineering, or a related field within the networking and security industry.
• Core Domain Expertise:
• Deep and comprehensive understanding of TCP/IP, routing protocols (BGP, OSPF), and complex LAN/WAN architectures.
• Expertise in network security concepts and technologies, including firewalls, VPNs (IPSEC, SSL), PKI, and intrusion prevention systems.
• Extensive, hands-on background in SASE and SD-WAN technologies.
• Cloud & Deployment Fluency:
• Significant exposure to solutions deployed across major Public Clouds (e.g., AWS, Azure, GCP) and Private Clouds.
• Proven track record of leading, managing, and implementing successful, high-impact technical projects.
• Operational Background:
• Proven experience working in Security, Network, and/or IT Operations environments.
• Experience developing and implementing Technical Support strategy and successfully mentoring Senior Technical Staff.
• Automation & AI Skills:
• Demonstrated experience applying AI/ML concepts to operational workflows or support processes for tangible business outcomes.
• Expertise with scripting languages (e.g., Python) for Automation and utilizing effective tools to achieve Case Avoidance and Deflection targets.
• Soft Skills & Authority:
• Exceptional communication skills with the ability to articulate complex technical concepts clearly and persuasively to both highly technical and non-technical executive audiences.
• Proven ability to influence product direction by effectively collaborating with Product Management and Engineering teams.

Additional Information

The Team

Our technical support team is critical to the success of our mission. As part of this elite team, you will play a vital role in ensuring ultimate customer success by providing world-class, proactive support and driving continuous, strategic improvement within our global support organization.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t 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 accommodations@paloaltonetworks.com.

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.