Principal Technical Support Engineer

Palo Alto Networks

. Serve as the senior technical authority for the assigned product specialization .

Posted 11/11/2026full-timePlano • Texas • United StatesLead💰 $134,600 - $217,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced diagnostic skills in enterprise networking and security, with a focus on complex deployments and failure analysis. Proven ability to lead cross-functional projects, mentor engineers, and communicate effectively with technical and executive audiences.

Highest-signal resume keywords

Advanced Diagnostic SkillsEnterprise Networking ExpertiseMentoring EngineersClear Communication SkillsDefect Submission Quality Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Packet AnalysisLog AnalysisFailure AnalysisAdvanced TroubleshootingProduct SpecializationRisk AssessmentProcess ImprovementKPI ManagementEvidence-Based PostmortemsTechnical Quality Assurance

Soft Skills

JudgmentInfluencing Without AuthorityFacilitationLeadershipCommunication

Tools & Technologies

JIRADiagnostic ToolsSupport ProcessesPlaybooksCopilot

Certifications & Qualifications

Palo Alto Networks Certified Network Security ArchitectCCIEPalo Alto Networks Product Certifications

Industry Keywords

Enterprise NetworkingSecurityTechnical AuthorityCustomer EngagementNew Product IntroductionsCross-Functional ProjectsTechnical RiskDefect QualityServiceabilityTechnical Support

About the role

Key responsibilities & impact

Serve as the senior technical authority for the assigned product specialization
Establish cross-team investigation standards and identify emerging risks
Perform advanced diagnostics, including packet and log analysis and lab reproductions
Lead complex customer engagements and New Product Introductions
Guide investigation and mitigation strategies while supporting assigned engineers
Communicate findings, risks, and recommendations to technical teams, senior leadership, and customers
Own technical quality of defect submissions and ensure JIRAs contain actionable evidence
Advocate with Engineering and Product Management for prioritized fixes based on business risk
Identify and improve gaps in diagnostics, tooling, and documentation
Drive product KPIs including time to resolution, engineering engagement, defect quality, playbook usage, and Copilot adoption
Mentor engineers through advanced training, technical workshops, and reusable troubleshooting guidance
Facilitate evidence-based, blameless postmortems and drive corrective actions to completion
Lead cross-functional projects improving support processes
Provide mandatory weekend, holiday shift, and on-call support through as-needed and rotational coverage

Requirements

What you’ll need

10–15+ years of relevant experience in enterprise networking, security, or support
Bachelor’s degree in a technical field or equivalent practical/military experience
Deep product specialization in architecture, complex deployments, advanced troubleshooting, and failure analysis
Advanced hands-on diagnostic skills for ambiguous problems
Strong judgment in assessing customer impact and technical risk
Experience influencing Engineering, Product Management, and Support without reporting authority
Experience improving defect submission quality, product serviceability, and diagnostic practices across teams
Ability to mentor engineers, facilitate postmortems, and lead process improvements through validation
Clear communication skills for technical and executive audiences
Advanced certifications such as Palo Alto Networks Certified Network Security Architect, CCIE, or equivalent expert-level networking/security certifications preferred
Aligned Palo Alto Networks product certifications preferred; equivalent demonstrated technical expertise considered
No immigration sponsorship; applicants must not require work visa sponsorship

Benefits

Comp & perks

Restricted stock units may be included
Bonus may be included
Employee benefits are offered (specific benefits not listed)
Reasonable accommodations for qualified individuals with disabilities