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Senior Technical Support Engineer

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Palo Alto Networks Italia

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Location:
India , Bengaluru

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • Bachelor's degree in a technical field or equivalent practical experience
  • 5+ years of experience in a technical support or network engineering role
  • Expert-level knowledge of TCP/IP and extensive experience with routing and switching protocols (e.g., OSPF, BGP)
  • In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE
  • Proven ability to independently debug broad and complex networks with mixed media and protocols
  • Flexibility to work required shift hours, which may include afternoons, evenings, and weekends

Nice to have:

  • Experience with Palo Alto Networks products (PCNSE certification is a strong plus)
  • Advanced industry certifications such as CCIE or JNCIE
  • Experience with authentication protocols such as LDAP, SAML, RADIUS, or TACACS+
  • Knowledge of virtualization (VM) and multi-cloud environments (AWS, Azure, GCP)
  • Prior experience working in a technical support center for a major networking or security vendor (e.g., Cisco, Juniper, Fortinet)

Additional Information:

Job Posted:
February 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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