דרושים Senior Technical Support Engineer Focused Services ב-Palo Alto ב-United States, Plano

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

Your Career

This is a role for a leader who brings clarity to complexity, elevates teams, and navigates change with confidence. You’ll set the tone for delivery excellence across the region while contributing directly to global strategy.

Leadership & Customer Strategy

• Lead all Technical Services delivery across NAM, ensuring consistent, high-quality execution
• Align with GCS, Sales, Product, Engineering, and Partner teams to drive customer and business outcomes
• Support Area Leaders in CIO/CISO-level engagements, value reviews, and high-visibility escalations
• Represent NAM in global forums, advocating for customer insights and regional needs

People & Team Development

• Build, develop, and mentor a high-performing technical organization
• Create a culture grounded in accountability, continuous learning, and operational excellence
• Coach teams through complex customer situations, rapid change, and new delivery models
• Foster a culture of people performance management and accountability

Operational & Business Outcomes

• Maintain strong utilization, backlog health, and delivery predictability
• Optimize resource mix across FTEs and contractors to maximize agility and cost efficiency
• Reduce Time to Value and Time to Deploy by strengthening deployment and adoption practices
• Contribute to service sales growth through scalable, outcome-driven offerings
• Sustain strong relationships with subcontractors and partners to support delivery at scale
• Meet global margin targets through efficient, high-quality execution

Innovation & Delivery Excellence

• Advance automation and AI across Cloud & Cortex professional services and customer success engineering to improve scale and consistency
• Standardize delivery practices, proactively identify risks, and drive data-backed decisions across areas to improve service health
• Ensure effective execution of global and theatre-level programs, adapting them for NAM where needed

Your Experience

• 10+ years in technical services, professional services, customer success, support, or similar roles in a high-growth SaaS/cloud environment
• 5+ years leading regional or multi-regional teams with direct and matrixed reporting lines
• Strong track record of delivering against KPIs including deployment speed, adoption, margin, utilization, and CSAT
• Deep familiarity with Cloud, Endpoint, SOAR, SIEM, and SOC environments; experience with industry leading security platforms strongly preferred
• Experience supporting cyber security programs for large US Federal Government customers
• Experience with supporting operational security requirements or enterprise governance, risk, and compliance initiatives
• Experience engaging with and presenting to executive stakeholders across Product Management, Services Product Management, Sales, and PS/CS organizations
• Experience leading large scale teams exceeding 100+ FTEs and Contractor staff
• Strong communicator who can influence across technical and non-technical teams
• Skilled at building trust, developing talent, and guiding teams through ambiguity
• Balanced, thoughtful decision-maker in escalation and complex customer situations
• Highly collaborative, with a track record of driving alignment and continuous improvement
• Industry recognized security credentials, e.g. CISSP, CRISC
• Bachelor’s degree required; Master’s/MBA preferred; equivalent military experience considered
• Willingness to travel 20–30% within NAM and occasionally globally

As threats and technology evolve, 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. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $270,000-315,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

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

Your Career

This is a highly influential position that blends strategic thought leadership, creative problem-solving, and technical credibility to make a tangible difference.

Your Impact

• Serve as the primary liaison for Professional Services, ensuring service delivery exceeds customer expectations through proactive feedback management and corrective actions.

• Champion a customer-first approach across Global Customer Services teams to improve engagement and satisfaction.

• Ensure your team deeply understands customer technical needs and builds lasting, trusted relationships.

• Partner with Sales to provide strategic input during customer negotiations and ensure smooth collaboration throughout the customer lifecycle.

• Drive accurate resource planning and staffing to meet project milestones and quarterly business targets.

• Participate in Quarterly Service Reviews (QSRs), sharing insights and gathering client feedback.

• Provide clear, timely updates on key activities, escalations, and issues to customers and internal teams.

• Build strong partner relationships focused on aligned goals and shared customer success.

• Oversee team utilization, revenue forecasting, and approvals for timesheets and expenses.

• Contribute to the strategic alignment of Professional Services offerings.

• Lead team operations including hiring, career development, mentorship, and training.

Your Experience

• 5+ years of experience leading and building high-performing teams of networking and security technologies such as SASE, Next-Generation Firewall (NGFW), and related solutions.

• Demonstrated understanding of technical concepts such as internet security concepts, products, and implementation strategies. You should be able to translate this complex information into clear, understandable terms for both technical and non-technical stakeholders.

• Demonstrated success in end-to-end project lifecycle management , from pre-sales engagement and SOW creation through project execution and closeout.

• Strong track record of cross-functional collaboration , partnering with Sales, Product, and Services peers to deliver aligned customer outcomes.

• Recognized for clear, persuasive communication and executive presence, with the ability to influence across all levels of an organization.

• Skilled at translating complex technical concepts for diverse audiences, including executives and non-technical stakeholders.

• Valued industry certifications like CISSP, PMP, or vendor-specific certifications (e.g., Palo Alto Networks certifications) and strong project management skills are a plus.

• Willingness to travel up to 10% for customer engagements and internal business meetings.

• Bachelor’s degree in a relevant technical discipline (Computer Science, Information Systems, Electrical Engineering) or comparable professional experience, including military service.

As threats and technology evolve, 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. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $151,000 - $208,000YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

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

Your Impact

• Enablement of the TAC teams - Assist with both ad hoc Q&A and structured training throughout the year

• Ownership of critical issues. This doesn’t always mean being responsible for the case, the focus is on the technical driver of the case the customer calls about. This usually means working with the TAC case owner and engineering on a replication or verification, sending guidelines and communicating updates

• New product development - combine the responsibility of continuing our state-of-the-art technical knowledge and skills learned from prior technical support, an Enablement engineer will identify supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests

• Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs

• Develop tools for TAC – For better visibility and troubleshooting

• Filling in the gaps. Sometimes there are opportunities to “catch” a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security

Your Experience

• Experience: 7+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)

• Experience as an Enablement Engineer or an Escalations Engineer is a plus

• Experience working with Public Cloud provider technologies and services (AWS, Azure, GCP, OCI, Alibaba, etc..).

• Excellent written and verbal communication skills

• Scripting skills (JS/Python/Powershell)

• Strong proficiency in both Linux and Windows operating systems

• Kubernetes implementation and troubleshooting experience is required

• Experience training internal technical teams is a plus

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.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $123200 - $199100/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

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

Your Career

We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you!

Your Impact

Team and Individual Impact:

• Work with channel partners, distributors, and sales teams to provide quotes for maintenance and subscriptions renewals prior to contract expiration dates

• Validate and confirm the accuracy of all supporting data for the quote and resolve any discrepancies

• Identify root causes of quoting issues, communicate findings to the broader renewals organization, and work with the cross functional teams to resolve

• Develop KPIs to measure the success of the business, including reporting to understand quote volumes, effectiveness of distribution quoting, etc.

• Maintain thorough and accurate installed customer base and service contract information in SAP and other applications

• Clearly understand all product offering, subscription, and renewal licensing models

• Maintain detailed notes, quotes, and relevant information on each renewal account within Salesforce.com

• Handle and manage internal credits and assets requests

• Proactively provide channel partners with upcoming renewal reports

• Serve as an escalation point to the team and distributors on issues, including those that involve delays on providing timely quotes and system issues

• Closely collaborate with our distributors, channel partners, IT and other stakeholders to proactively communicate and drive renewal quoting changes, pricing, and enablement

• Provide territory coverage support as needed for vacancies, leave of absences, etc.

• Drive and execute follow up communications with our distributors and sales teams on long tail renewals to increase on time renewal rates

Your Experience

• Related experience in renewals management, quoting, or related sales roles

• Change advocate who works well in a fast-paced, deadline driven environment

• High attention to detail and proven organization and administration skills

• Experience using SalesForce.com

• Excellent verbal and written communication skills

• 3-5 years of experience leading, coaching and developing people

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $98000 - $158,500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

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

Your Impact

• You will serve as the Professional Services leader for your team, ensuring service delivery exceeds customer expectations and drives high levels of customer engagement .
• Own the comprehensive financial and operational management of the business, which includes executing all activities tied to defined goals such as accelerating backlog retirement and ensuring revenue accuracy .
• Your leadership will drive operational excellence and ensure consistent operational discipline and accurate reporting, including ownership of key business metrics such as utilization and customer satisfaction .
• Ensure your team is appropriately staffed and has the necessary capacity to achieve quarterly goals, effectively managing a diverse mix of delivery resources (e.g., regional and global delivery teams) to achieve optimal efficiency .
• Champion the integration of AI/ML tools to optimize internal Professional Services operations, drive efficiency in service delivery, and develop innovative execution strategies to increase team productivity.
• A significant portion of your impact is external: collaborating with the sales leadership team, product, portfolio and support teams where you will act as the Professional Services liaison to enable client success. You will build strong customer relationships and be the point of contact for successfully handling customer escalations to maintain high customer satisfaction.
• Focus on the efficient delivery of standardized professional service offerings, focusing on accelerating the customer's time-to-value (TTV) and enforcing high-quality , standardized service delivery methodologies across all engagements.

Your Experience

• 7+ years leading and scaling Professional Services or Customer Success teams responsible for the successful deployment and ongoing operation of complex enterprise security architectures, specifically SASE .

• 5+ years of experience in a management role overseeing technical consultants, architects, Customer Success Engineers or Resident Engineers/Extended Expertise staff, with teams of 10+ technical resources.

• Proven expertise in managing the full Professional Services or Customer Success project lifecycle from pre-sales through to successful project closeout and revenue recognition .

• Strong foundational understanding of Internet security concepts and products, with a deep demonstrated knowledge of SASE architecture and its components .

• Demonstrated experience running a profitable Professional Services or Customer Success business , including achieving revenue/margin targets, managing backlog health, and optimizing project closure rates.

• Skilled in key business systems, including:

  • Experience with Professional Services Automation tools (e.g., Clarizen, Certina, Kantata) for tracking metrics like utilization, time-off, and backlog.

  • Experience with Sales Management tools (e.g., Salesforce) for revenue forecasting and pipeline review.

  • Experience with Business Intelligence tools (e.g., Tableau) for reporting on key operational metrics.

• Demonstrated ability to manage critical customer escalations effectively and ensure prompt resolution for high-profile clients.

• Excellent written and verbal communication skills with the ability to clearly articulate complex technical knowledge to non-technical individuals and leadership.

• Bachelor’s Degree or equivalent military experience.

• Relevant industry certifications such as CISSP and/or PMP are highly desirable.

• Ability to travel up to 25% domestically to customer sites and internal business meetings.

As threats and technology evolve, 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. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $178000 - $245500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

** To comply with U.S. federal government requirements, U.S. citizenship is required for this position. **

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

Your Career

You will work firsthand with our valued 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.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Your Impact

• Offer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations
• Provide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
• Conduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers
• Be a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customers
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Your Experience

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture
• Ability to work independently, as well as contribute as a team player
• Knowledge of one or more virtualization hypervisors - VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V
• Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices
• Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred
• Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
• Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS, Azure, GCP, OCI and Alibaba
• Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
• Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
• Good understanding with Security Protocols (IPSEC / SSL-VPN / NAT)
• Good understanding of Unix/Linux and Windows operating systems
• Experience with Cisco, Checkpoint, Juniper(Netscreen), Fortinet is a plus
• Knowledge of traffic generation tools and scripting languages is a plus

You'll be involved in implementing new products, transitioning from old products to new, and will fix 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 of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $108,000 - $162,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

** To comply with U.S. federal government requirements, U.S. citizenship is required for this position. **

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

Your Career

You will work firsthand with our valued 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.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Your Impact

• Offer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations
• Provide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
• Conduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers
• Be a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customers
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Your Experience

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture
• Ability to work independently, as well as contribute as a team player
• Knowledge of one or more virtualization hypervisors - VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V
• Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices
• Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred
• Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
• Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS, Azure, GCP, OCI and Alibaba
• Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
• Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
• Good understanding with Security Protocols (IPSEC / SSL-VPN / NAT)
• Good understanding of Unix/Linux and Windows operating systems
• Experience with Cisco, Checkpoint, Juniper(Netscreen), Fortinet is a plus
• Knowledge of traffic generation tools and scripting languages is a plus

You'll be involved in implementing new products, transitioning from old products to new, and will fix 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 of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $108,000 - $162,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.