Senior Technical Support Engineer
About the job
- 5+ years of experience in a technical support or systems engineering role, with 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, IPsec VPNs, SSL/TLS and Web proxy
- Strong understanding of security concepts such as NGFW, ZTNA, SWG, and CASB.
- Proficiency in network and API troubleshooting tools (e.g., Wireshark, MTR, Curl).
- Excellent written and verbal communication skills
- Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
- Debug complex routing and connectivity issues across hybrid environments, including SD-WAN integrations and BGP peering, ensuring seamless service.
- Perform deep-dive packet analysis (Wireshark) and log analysis to provide comprehensive Root Cause Analysis (RCA) for high-priority incidents.
- Act as a designated technical point of contact and advocate for premium enterprise accounts, ensuring their SASE deployment aligns with best practices.
- Proactively collaborate and exchange information with Product Management and Engineering to influence product improvements based on customer feedback.
- Manage and optimize security policies, including SSL Decryption, DLP, WildFire, and Advanced Threat Protection within the Prisma environment.
- Create technical documentation and knowledge base articles, and lead internal training sessions to elevate the team’s collective expertise.
- Mentor junior engineers, sharing knowledge and fostering a culture of continuous learning and applied problem-solving.
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures. Be the subject matter expert on the core technologies of the Palo Alto Networks product line
- Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
- 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.
About the company
Palo Alto Networks builds cybersecurity hardware and software for businesses and public institutions, protecting their networks, cloud workloads and digital identities. Its portfolio combines network firewalls with tools that detect attacks, investigate security alerts and manage access to sensitive systems. Security teams use these products across offices, data centers and cloud environments, with shared data and automated workflows connecting the company's platforms. It earns revenue from appliance sales and software licenses, plus subscriptions and support contracts that keep protections and services active over time. Palo Alto Networks began operations in 2005 and is headquartered in Santa Clara, California.
Company Size
10,001+
Company Stage
IPO
Headquarters
Santa Clara, California
Founded
2005
Get referred to Palo Alto Networks
See people who can refer or advise you
Simplify's Take
What believers are saying
- Consolidated sales grew: September 2026 results report quarterly revenue of $3.41 billion, up 34% from a year earlier.
- Employees choose wellbeing support: Palo Alto Networks' FLEXBenefits funds $1,000 annually for eligible items and experiences.
- Identity products joined the portfolio: Palo Alto Networks completed its CyberArk acquisition in February 2026.
What critics are saying
- Office time limits location flexibility: Palo Alto Networks' Santa Clara engineering listing says most teams work onsite full time.
- Acquisition execution remains complex: Palo Alto Networks flags CyberArk and Chronosphere integration as risks to ongoing operations.
- Distribution is concentrated: September 2026 filings show two distributors generated 30% of Palo Alto Networks' fiscal 2026 revenue.
What makes Palo Alto Networks unique
- Firewall policies control individual app functions: Palo Alto Networks' App-ID allows Slack messaging while blocking file transfers.
- Unmanaged devices receive browser-level protection: Prisma Browser isolates enterprise applications from untrusted endpoints.
- Insurance channels expand response access: Unit 42 says over 50 cyber insurers approve its incident response services.
Help us improve and share your feedback! Did you find this helpful?
Benefits
FLEXBenefits
Healthcare
Wellness
Development
Financial: Traditional & Roth 401(k) options
Time Off
Other Perks
Growth & Insights and Company News
6 month growth
4%1 year growth
0%2 year growth
-1%Palo Alto Networks shares fell about 3.9% to $402.45 at 12:15 EST after Phillip Securities kept its Neutral rating. In an October 12 report, the firm took a positive view of software overall but called the cybersecurity company's valuation stretched. GuruFocus's GF Value chart puts the shares 71.26% above its $235 estimate. Fiscal fourth-quarter next-generation security annual recurring revenue reached $9.1 billion, up 63% year over year. However, a $282 million GAAP net loss became $853 million in adjusted net income, a $1.135 billion gap driven by stock compensation, acquisition-related costs, and other adjustments. Investors now want to see Palo Alto keep customers, turn contracted business into revenue, and generate cash while limiting dilution.
Palo Alto Networks shares have risen 21% since its last earnings report a month ago, outperforming the S&P 500. The cybersecurity company delivered fourth-quarter fiscal 2026 non-GAAP earnings of $1.02 per share, beating estimates by 4.1%. Revenues climbed 34% year-over-year to $3.41 billion, exceeding consensus estimates by 1.8%. Next-Generation Security ARR jumped 63% to $9.10 billion, driven by broad-based strength across Network & AI Security, Cortex, and Idira platforms. The company added approximately 220 net new platformisations in the quarter, up 44% year-over-year. Prisma AIRS reached roughly $120 million in ARR within one year, with over 800 customers. For fiscal 2027, Palo Alto forecasts revenues of $14.10-$14.20 billion, indicating 23-24% growth, with non-GAAP earnings per share between $4.16 and $4.19.
Semtech Corporation has integrated its AirLink secure edge 5G/LTE routers with Palo Alto Networks' next-generation firewalls and Zero Touch PKI to simplify secure connectivity across edge deployments. Separately, Palo Alto Networks launched Unit 42 Continuous Frontier AI Defense, embedding advanced AI models into exposure management services. The company is also extending its AI firewall and agent identity tools into Nvidia's Open Agent Safety Platform. Prisma AIRS' AI Runtime firewall will run on BlueField chips, with identity controls integrated into Nvidia's OpenShell. Palo Alto Networks' investment case centres on whether AI-focused offerings like Prisma AIRS and XSIAM can sustain annual recurring revenue growth. The company projects $18.5 billion revenue and $2.6 billion earnings by 2029, requiring 17.3% yearly revenue growth.
Palo Alto Networks launched a worldwide annual subscription for continuous AI-powered security testing through its Unit 42 division. Shares rose 3.45% to $387.485 on Wednesday morning. The service uses AI models from Anthropic's Claude Mythos 5, OpenAI's GPT-5.6-Cyber, and open-weight models to test applications, APIs, cloud systems, code, and networks. It identifies weaknesses, assesses exploitation risk, and recommends fixes and virtual patches. The shares trade 66.17% above the $233.18 GF Value shown for 23 September. Annual contracts could stabilise Unit 42's revenue, though AI model usage and specialist work carry costs. Renewals, customer results, and margins will determine whether the launch justifies the current valuation.
Palo Alto Networks has launched Unit 42 Continuous Frontier AI Defense, a cybersecurity service that uses AI to identify vulnerabilities and provide remediation guidance through continuous testing. The service integrates Anthropic's Claude Mythos 5 and OpenAI's GPT-5.6-Cyber models through a proprietary multi-model system. It provides continuous vulnerability testing across web applications, APIs, cloud infrastructure, source code repositories and network assets. The company invested $17 million in research and development over six months of internal testing and more than 100 customer engagements. During internal deployment, the system identified a year's worth of security exposures within three weeks. In customer assessments, exposures were identified in all cases, with 37% classified as high or critical severity. More than two-thirds of exposures discovered in third-party applications had no known CVE designation. The service is available worldwide through annual subscriptions with pricing varying by AI model selected.