Principal Technical Support Engineer

Palo Alto Networks

10 - 15 years

18 - 22 Lacs

bengaluru

Posted:3 hours ago| Platform:

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Skills Required

technical support python technical leadership network security ai intrusion prevention systems firewalls networking cloud scripting automation it operations product management gcp product development aws scripting languages azure

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Career

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

Your Impact

Strategic Technical Leadership: Act as the highest level of technical authority. You will hold peer-to-peer conversations with Engineering and Customers to drive permanent resolution on complex architectural issues, ensuring supportability is a key consideration in organizational and product decisions.
AI & Automation Strategy: Drive AI-led workflow improvements and automation efforts across GCS. Your goal is to achieve specific, measurable outcomes including significant Case Avoidance and Case Deflection, while drastically reducing Time to Resolution (TTR) and Time to Connect (TTC).
Champion Serviceability & Scalability: Influence the product development lifecycle by advocating for improved serviceability and scalability in new and existing products. Collaborate closely with Product Management and Engineering to incorporate critical support requirements early in the design phase.
Engineer Enablement: Develop and deliver cutting-edge training programs, technical deep dives, and enablement content for our Technical Assistance Center (TAC) engineers, ensuring the global team is ready to expertly support complex Cloud and SASE architectures.
Root Cause Elimination: Systematically analyze root causes of recurring, high-impact issues. Collaborate directly with Engineering to implement permanent product fixes and process improvements, minimizing customer impact and elevating the overall support experience.

Qualifications

Your Experience

Professional Experience: 10+ years of progressive experience in technical support, engineering, or a related field within the networking and security industry.
Core Domain Expertise:
- Deep and comprehensive understanding of TCP/IP, routing protocols (BGP, OSPF), and complex LAN/WAN architectures.
- Expertise in network security concepts and technologies, including firewalls, VPNs (IPSEC, SSL), PKI, and intrusion prevention systems.
- Extensive, hands-on background in SASE and SD-WAN technologies.
Cloud & Deployment Fluency:
- Significant exposure to solutions deployed across major Public Clouds (e.g., AWS, Azure, GCP) and Private Clouds.
- Proven track record of leading, managing, and implementing successful, high-impact technical projects.
Operational Background:
- Proven experience working in Security, Network, and/or IT Operations environments.
- Experience developing and implementing Technical Support strategy and successfully mentoring Senior Technical Staff.
Automation & AI Skills:
- Demonstrated experience applying AI/ML concepts to operational workflows or support processes for tangible business outcomes.
- Expertise with scripting languages (e.g., Python) for Automation and utilizing effective tools to achieve Case Avoidance and Deflection targets.
Soft Skills & Authority:
- Exceptional communication skills with the ability to articulate complex technical concepts clearly and persuasively to both highly technical and non-technical executive audiences.
- Proven ability to influence product direction by effectively collaborating with Product Management and Engineering teams.

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