Technical Support Engineer
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Job Description
Technical Support Engineer leading teams of support engineers and handling high-severity cases. Collaborating with engineering teams to improve customer satisfaction and operational excellence.
Responsibilities:
- Act as a Technical Team Lead of Tier 1 - 3 Support Engineers
- Provide coaching mentoring to drive individual and team success
- Conduct 1:1s, assist with career development planning
- Serve as the primary escalation point for complex and high-severity customer issues
- Drive timely resolution of critical incidents while maintaining clear communication with stakeholders
- Partner with Engineering and Product teams on defect tracking and resolution
- Lead root cause analysis (RCA) and post-incident reviews
- Act as a senior point of contact for enterprise customers during major incidents
- Provide executive-level updates and ensure alignment on resolution plans
- Drive improvements in customer satisfaction (CSAT) and overall support experience
- Monitor and manage support KPIs including SLA adherence, backlog, and case aging
- Identify trends and implement process improvements to increase efficiency and quality
- Promote knowledge sharing and contribute to internal knowledge base development
- Support automation and tooling initiatives to enhance support delivery
- Maintain expertise across Palo Alto Networks platforms, including: Next-Generation Firewalls (NGFW), Strata, Cloud Manager, Panorama, GlobalProtect, Prisma (Cloud Security), Cortex (XDR)
- Provide guidance and troubleshooting support on networking and security technologies: TCP/IP, routing, switching, VPNs, Cloud environments (AWS, Azure, GCP)
Requirements:
- 3 – 5 years of combined experience with Palo Alto, firewalls, and providing technical support.
- Experience working with case management systems (Salesforce preferred).
- Effective communication skills.
- Team player, that enjoys working in a collaborative environment and promotes knowledge sharing.
- Palo Alto certification preferred (PCNSE / Next-Generation Firewall Engineer, Network Security Analyst, Network Security Engineer, etc.)
- Able and willing to work a shift schedule with rotating on-call weekends.
Benefits:
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Short-Term/Long-Term Disability Insurance
- Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
- Paid Time Off (including sick, holiday, vacation, etc.)
- Tuition Reimbursement
- Growth Opportunities
- And more!
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