Principal Support Engineering Specialist - SASE

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

As Principal Support Specialist for Palo Alto’s SASE offerings, you are a thought leader who brings in elevated and consultative post-sales 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 in-depth view, switching modes based on situational demands. You will use your vast and in-depth experience to provide innovative solutions to customers. For systemic issues, you will also work with Development, Sales, Q/A, and Marketing to build a long-term 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 Alto’s 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, SSL-VPN, NAT, GRE)
• Provide technical leadership and consultation on complex system solutions, leveraging your expertise in next-generation firewalls and product architectures
• Review and publish technical documentation in our Knowledge Base, and mentor colleagues in generating technical knowledge articles
• Work with cross-functional 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:

• Bachelor's 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 next-generation firewalls and deep knowledge of product-level 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 non-technical 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 doesn’t stop once they sign — it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll 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
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 [email protected].

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.