Act as a Technical Team Lead of Tier 1
3 Support Engineers
Provide coaching mentoring to drive individual and team success
Conduct 1:1s, assist with career development planning
Serve as the primary escalation point for complex and high-severity customer issues
Drive timely resolution of critical incidents while maintaining clear communication with stakeholders
Partner with Engineering and Product teams on defect tracking and resolution
Lead root cause analysis (RCA) and post-incident reviews
Act as a senior point of contact for enterprise customers during major incidents
Provide executive-level updates and ensure alignment on resolution plans
Drive improvements in customer satisfaction (CSAT) and overall support experience
Monitor and manage support KPIs including SLA adherence, backlog, and case aging
Identify trends and implement process improvements to increase efficiency and quality
Promote knowledge sharing and contribute to internal knowledge base development
Support automation and tooling initiatives to enhance support delivery
Maintain expertise across Palo Alto Networks platforms, including: Next-Generation Firewalls (NGFW), Strata, Cloud Manager, Panorama, GlobalProtect, Prisma (Cloud Security), Cortex (XDR)
Provide guidance and troubleshooting support on networking and security technologies: TCP/IP, routing, switching, VPNs, Cloud environments (AWS, Azure, GCP)

3 – 5 years of combined experience with Palo Alto, firewalls, and providing technical support.
Experience working with case management systems (Salesforce preferred).
Effective communication skills.
Team player, that enjoys working in a collaborative environment and promotes knowledge sharing.
Palo Alto certification preferred (PCNSE / Next-Generation Firewall Engineer, Network Security Analyst, Network Security Engineer, etc.)
Able and willing to work a shift schedule with rotating on-call weekends.

Technical Support Engineer

Key skills