Staff Technical Support Engineer, Cloud

Overview

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Description

Your Career As a Staff Technical Support Engineer for VM, you will work directly with our valued customers to resolve complex post-sales technical issues. This role requires in-depth analysis and critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. You will serve as a key technical resource, communicating complex issues to both technical and non-technical professionals and collaborating with multi-functional teams to enhance our products and secure our customers' environments. Your Impact Provide advanced technical support, including configuration and troubleshooting, for customers and partners on VM-Series products. Manage and prioritize support cases to ensure issues are recorded, tracked, resolved, and followed-up in a timely manner, maintaining high levels of customer satisfaction. Perform in-depth fault isolation and root cause analysis for complex technical issues in virtualized and cloud environments. Collaborate with engineering and product teams by providing feedback from customers to drive product improvements and resolve bugs. Create and publish technical documentation, including support bulletins and knowledge base articles, to enable customer self-service. Review technical documentation for training materials, technical marketing collateral, and troubleshooting guides to ensure accuracy. Provide on-call support on a rotational basis to address critical customer issues outside of standard business hours.

Qualifications (Additional Job Description)

Required Qualifications 5+ years of experience in a technical support, network engineering, or similar role. Strong understanding of networking protocols including TCP/IP, Ethernet, VLAN, OSPF, and BGP. Proficient with security protocols such as IPSEC, SSL-VPN, NAT, and GRE. Experience with one or more virtualization hypervisors: VMware ESX/ESXi, KVM, Citrix XenServer, or Microsoft Hyper-V. Demonstrable knowledge of AWS and/or Microsoft Azure, including core security features, networking, and identity management. Preferred Qualifications Previous experience supporting Palo Alto Networks products, especially VM-Series firewalls. Experience deploying and managing firewalls within public cloud infrastructures (GCP, OCI). Knowledge of scripting languages (e.g., Python) or traffic generation tools. Experience with VMware NSX for vSphere integration.

Our Commitment

We’re trailblazers that dream big, 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 accommodations@paloaltonetworks.com .

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.