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Sr. Technical Support Engineer, Platinum Support

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Palo Alto Networks Italia

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Location:
United States , Santa Clara

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

103400.00 - 167200.00 USD / Year
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Job Description:

As a Platinum Support Engineer, you will work firsthand with our valued Platinum 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.

Job Responsibility:

  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
  • Meet enhanced response SLA’s for customers who purchase our Platinum Support Offering
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  • Work to reproduce customer issues and qualify critical issues
  • Work directly with ETAC and Engineering to get customer issues resolved
  • Have a thorough understanding of software release and bug cycles
  • Conduct multi-vendor troubleshooting
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • Provide on-call support 24x7 on an as needed basis & provide coverage on weekends and public holidays as needed

Requirements:

  • 5+ years of relevant support experience
  • Required experience with TCP/IP
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
  • In-depth experience in routing and switching (OSPF, BGP, VLAN)
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE)
  • Prior experience in similar vendor Technical Support Centers
  • Excellent written and verbal communication skills
  • Bachelor's degree or equivalent military experience required

Nice to have:

  • Experience with Authentication Protocols (LDAP/SAML/Radius / TACACS)
  • Knowledge of VM and multi cloud environment is preferred
  • Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
  • Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products, ZScaler a plus
  • Advanced certifications such as CCNP CCIE/JNCIP, JNCIE/PCNSE - a plus
What we offer:
  • restricted stock units
  • bonus

Additional Information:

Job Posted:
December 26, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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