Senior Technical Support Engineer - Platinum Support

Overview

Provide advanced post-sales technical support to Platinum Support customers, resolving complex issues in SASE and cloud security environments and communicating technical details to technical and non-technical audiences.

What you'll 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.

What you'll need

• 5+ years of experience in a technical support or systems engineering role.
• 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).
• 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.
• 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).

Nice to have

• 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.

Details

• Location: Bangalore, India (Bagmane Tech Park).
• Work mode: most teams work from the office full time, with flexibility when needed.
• Visa sponsorship: not available for this position.