Our Mission
At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
Job Summary
The Senior Director of Network Security Support Engineering will lead our Americas NGFW technical organization. This is not a traditional operations role; it is an engineering-intensive leadership position designed for an AI-ready, architect-level technical leader. You will sit at the intersection of Enterprise Support, Product Architecture, and Core Engineering, fielding tier-4/developer-level escalations for our Network Security portfolio and driving the architectural feedback loop to engineer friction out of the product.
Your Impact
AI-Native Engineering: Create and execute the technical roadmap to transition NetSec support from reactive triage to predictive resolution. You will directly oversee the implementation of AI/LLM models specialized in automated log parsing (TSF files) and real-time telemetry analysis to radically lower MTTR.
Tier-4 Architectural Escalations: Serve as the final technical escalation point for Fortune 500 CIOs/CISOs during critical, complex network outages or security incidents. You must be capable of conducting deep-dive root cause analysis (RCA) alongside Core Engineering and principal architects.
Engineering Interlock & Product Influence: Build a programmatic, bi-directional feedback loop with Product Management and Development Engineering. Translate complex, systemic field issues into architectural requirements to ensure future software releases are inherently more supportable.