Principal Technical Support Engineer-SASE

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

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

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Your Career

As the Senior Principal Technical Support Engineer, Enablement and Automation, you will be a key technical leader and driving force within Global Customer Support (GCS), partnering with the Technical Assistance Center (TAC) and Engineering to revolutionize our support capabilities. This high-impact role demands a strategic thinker with deep technical expertise and a passion for empowering others. You will act as a bridge between business needs and technical execution, translating strategic objectives into tangible improvements in TAC efficiency, scalability, and effectiveness. This role requires a global perspective and the ability to collaborate effectively with teams across different regions and time zones.

Your Impact

• Drive TAC Transformation: Spearhead initiatives to improve TAC efficiency, scalability, and alignment with Engineering, focusing on faster resolution times and proactive problem elimination. This includes driving AI led workflow improvements, automation efforts, streamlining processes, and optimizing workflows
• Lead Enablement and Training: Develop and deliver cutting-edge training programs and enablement content for TAC engineers globally, accelerating ramp time and ensuring consistent, high-quality support delivery
• Champion Serviceability and Scalability: Influence product development by advocating for improved serviceability and scalability in new and existing products. Collaborate closely with Product Management and Engineering to incorporate support requirements into the product lifecycle.
• Reduce Time to Resolution: Analyze root causes of recurring issues and collaborate with Engineering to implement permanent fixes, minimizing customer impact and improving product quality.
• Be the Voice of TAC: Represent TAC's needs and challenges to leadership and cross-functional teams, driving improvements and ensuring that support is a key consideration in all organizational decisions
• Key Performance Indicators (KPIs): Your success will be measured against key performance indicators aligned with business goals and objectives, including TAC team enablement and efficacy, automation success rates, reduction in time to resolution, and improvements in customer satisfaction

Your Experience 

• 12+ years of experience in technical support, engineering, or a related field within the networking/security industry
• Proven track record of leading and implementing successful technical projects, preferably in a global capacity
• Experience developing and implementing Technical Support Strategy, Mentoring Sr Technical Staff and leading cross functional Strategic Initiatives
• Deep understanding of TCP/IP, routing protocols (BGP, OSPF), and complex LAN/WAN architectures, including branch and data center environments
• Expertise in network security concepts and technologies, including firewalls, VPNs (IPSEC, SSL), PKI, and intrusion prevention systems
• Experience with Palo Alto Networks products is highly desired
• Strong experience in developing and delivering technical training and enablement content
• Demonstrated ability to influence product development by collaborating with Product Management and Engineering teams on serviceability and scalability requirements
• Experience with data analysis and reporting related to operational metrics and KPIs (e.g., time to resolution, automation success rates, CSAT) in a support environment
• Proven experience in analyzing, mapping, and optimizing technical support workflows or business processes
• Excellent communication, presentation, and interpersonal skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
• Demonstrated Experience with scripting languages for Automation
• Experience with programming  languages ( C) is a plus
• Demonstrated experience applying AI/ML concepts to operational workflows or support processes.
• Proven ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously

The Team

Our technical support team is critical to our success and mission. As part of this team, you will play a vital role in ensuring customer success by providing world-class support and driving continuous improvement within our support organization.

Our Commitment

We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.