Senior Technical Support Engineer- Platinum Support (NAM Shift)

Overview

Senior Technical Support Engineer for Palo Alto Networks’ Platinum Support team, providing advanced post-sales technical support to priority customers.

What you'll do

• Deliver advanced post-sales technical solutions for configuration and troubleshooting via phone, email, and web.
• Meet or exceed enhanced response time SLAs for mission-critical systems under Platinum Support.
• Own customer support cases from initial report through final resolution with timely follow-ups and documentation.
• Perform fault isolation and root cause analysis to resolve complex technical issues.
• Reproduce customer issues and coordinate with Engineering and ETAC teams to qualify and fix critical product bugs.
• Conduct multi-vendor troubleshooting in integrated network and security environments.
• Author and publish Technical Support Bulletins and other knowledge base documentation.

What you'll need

• Bachelor’s degree in a technical field or equivalent practical experience.
• 5+ years of experience in a technical support or network engineering role.
• Expert-level TCP/IP knowledge and experience with routing and switching protocols (e.g., OSPF, BGP).
• In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE.
• Ability to independently debug broad and complex networks with mixed media and protocols.
• Flexibility to work required shift hours, including afternoons, evenings, and weekends.

Details

• Location: Office in Bangalore (Bagmane Tech Park), India.
• NAM shift is referenced in the job title.