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