Staff Technical Support Engineer, VM

Staff Technical Support Engineer, VM

Full-time

Department: Customer Success & Support

Job Country: India

Company Description

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish – but we're not here for easy. We're here for the better. 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.

Disruption is at the core of our technology and our way of working to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We're changing the nature of work from benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

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

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.

Additional Information

The Team

Our Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign — it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.

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.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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.

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 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.