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
Requirements
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
Palo Alto Networks
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