Senior Technical Support Engineer - Platinum Support (EMEA)
Palo Alto Networks · Posted Sep 30
Network security, cloud security, AI threat defense, and security operations platforms
Get a personal compatibility score
Add a resume for personal matches
About the role
Palo Alto Networks is a cybersecurity company whose mission is to protect the digital way of life, weaving AI into its products and operations across network, cloud, and security domains. The Platinum Support team delivers advanced post-sales technical support for mission-critical customer environments covered under the Platinum Support offering. This role owns complex support cases end to end, performing fault isolation, root cause analysis, and multi-vendor troubleshooting across SASE, Prisma Access, networking, and cloud security environments while collaborating with Engineering, Sales, and QA.
What you will do
- Provide advanced post-sales technical support, including configuration and troubleshooting, to Platinum customers via phone, email, and web.
- Meet or exceed enhanced response time SLAs for mission-critical systems covered under the Platinum Support offering.
- Manage and own customer support cases from initial report to final resolution, ensuring timely follow-ups and comprehensive documentation.
- Apply expert fault isolation and root cause analysis methodologies to diagnose and resolve complex technical challenges in customer environments.
- Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs.
- Conduct multi-vendor troubleshooting to resolve issues in complex, integrated network and security environments.
- Author and publish Technical Support Bulletins and other technical documentation to the company's knowledge base.
- Proactively collaborate with Development, Sales, and Quality Assurance teams to enhance the customer experience and improve product documentation.
Skills used in this role
What the employer is looking for
- 5+ years of experience in a technical support or systems engineering role, with at least 2 years focused on SASE or Cloud Security.
- Deep hands-on experience with SASE platforms, specifically Prisma Access (Mobile User & Retail/Remote Office).
- Mastery of networking protocols including TCP/IP, BGP, OSPF, and IPsec VPNs.
- Strong understanding of security concepts such as NGFW, ZTNA, SWG, and CASB.
- Proficiency in network and API troubleshooting tools (e.g., Wireshark, MTR, Curl).
- AI & Automation Familiarity: Experience or a strong interest in leveraging AI utilities and workflow automation platforms (such as coding assistants, low-code integration tools, or orchestration systems) to build helper scripts, streamline diagnostics, or automate repetitive support tasks.
- Future-Ready Mindset: A basic conceptual understanding of AI workflows (such as LLMs or automated task flows) with an interest in identifying how these technologies can be applied to optimize customer communication or accelerate knowledge sharing (like automated KB drafting)
Preferred qualifications
- Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE).
- Advanced industry certifications such as Cisco CCNP/CCIE or CISSP.
- Experience with identity provider integrations (e.g., SAML 2.0, Okta, Azure AD).
- Basic scripting skills in Python or PowerShell to automate repetitive diagnostic tasks.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Palo Alto Networks
Palo Alto Networks is a global cybersecurity leader that delivers integrated platforms and services across network security, cloud security, and security operations. Leveraging advanced artificial intelligence and threat intelligence through Unit 42, the company helps tens of thousands of enterprise and government customers worldwide protect against sophisticated cyber threats.
- Industry
- Cybersecurity
- Company size
- 16000+ employees
- Founded
- 2005
- Location
- Santa Clara, California, USA
- Funding stage
- Public Company
Funding
Public Company · $65.7M raised
- 2008-11-01Series C$40M
Leadership
Chairman and Chief Executive Officer
Chief Product and Technology Officer
Chief Financial Officer
Chief Information Officer
Recent coverage
Simply Wall St
Palo Alto Networks partnership puts AI-driven security operations in focus2026-10-07
Palo Alto Networks Blog
State of Global Critical Infrastructure Cybersecurity 2026: 95% of Leaders Concerned About Frontier AI-Powered Attacks2026-10-06
Zacks
Palo Alto Networks platformization strategy drives robust Q4 results and larger multi-million customer deals2026-10-02
Palo Alto Networks
Palo Alto Networks Announces Fourth Quarter and Fiscal Year 2026 Financial Results2026-09-01