Technical Support Engineer, Tier 3 - Threat Specialist

Palo Alto Networks   •  

Santa Clara, CA

5 - 7 years

Posted 185 days ago

This job is no longer available.


  • Provide Technical Support to customers, partners and Palo Alto Networks Tier 2 engineers by phone, e-mail and in person.
  • Work directly with ETAC, GSRT, ISR, PanAV, DevOps and Software Engineering to get customer problems resolved.
  • Have thorough understanding of the Software release and bug cycles.
  • Able to isolate root cause for product defects and Reproduce customer issues in the lab.
  • Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
  • Networks with key contacts outside own area of expertise. Regularly participate in technical discussions with cross functional teams.
  • Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer facing forums and other technical documentation.
  • Assume technical escalation responsibility for the followingthreatrelated issues.
    • Wildfire verdict issues
    • PanAV issues
    • Internet Security Research Team issues (PAN-DB, IP Block List, Suspicious DNS)
    • Platform related bugs
    • Escalations driven by case age
    • Sales Escalations (HOT/At-Risk/Political in nature)
    • Breach or Incident Response related escalations
  • Able to conduct multi-vendor troubleshooting.
  • Develop into Threat Subject Matter Expert.
  • Has visibility across the entire organization; leadership is recognized across the organization.
  • Assist in developing and documenting threat specific escalation processes.
  • Organize Tier 3 team meetings to discuss escalation trends, macro issues (round table / touch base).
  • Internal Tool Development
  • Perform Senior Engineer due diligence with respect to Malware or Exploit analysis.
  • Develop and deliver threat specific training materials to the TAC organization.
  • Take part in the 24x7 Follow the Sun on-call shift rotation.
  • Monitor Senior Threat Queue
  • Provide General Threat Consultation to overall Tier 2
  • Threat Lab Support, Development, and Replication assistance
  • Technical Case Audits - Identify educational opportunities
  • Active call assistance



  • Long term experience related to the position is required; typically 5-8 years of relevant experience.
  • Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.
  • In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, IPS, traffic generators etc.
  • Experience across multiple networksecurity and endpoint platforms is a plus.
  • Experience with industry best practice regarding Threat Prevention.
  • Strong experience with Security Protocols (e.g. IPSEC / SSL-VPN / NAT / GRE).
  • Experience with Incident Response models is a plus.
  • Ability to independently debug broad, complex and unique threat prevention related issues is required.
  • Industry Certifications a plus.
  • Ability to work independently, as well as contributing as a team player.