Identity Protocols Support Jobs

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Technical Support Engineer

Palo Alto Networks Santa Clara, CA

Santa Clara, CA

Today

$91k - $147k/yr Full time Customer Support Identity Protocols Information Technology (IT)

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Job Description

Join Palo Alto Networks as a Technical Support Engineer to resolve post-sales technical challenges and improve customer outcomes in cybersecurity.

Responsibilities

Provide high-quality technical support by troubleshooting, validating configurations, and running diagnostics to resolve networking and security issues.
Own support cases end-to-end, isolating faults and performing root-cause analysis while keeping ticket documentation current and consistent.
Reproduce customer issues in a lab by simulating network topologies to validate suspected causes.
Collaborate with cross-functional support teams, Account teams, and QA/Engineering to report potential product defects and submit clean bug reports with ongoing status updates.
Strengthen internal knowledge by documenting new technical findings, configuration guidance, and troubleshooting methods in the internal knowledge base.
Use internal AI-powered diagnostic utilities, automated log analyzers, and machine learning search tools to accelerate troubleshooting and reduce time-to-resolution.

Requirements

2–4 years of experience in a customer-facing technical support, network operations, or network security environment.
Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent practical or military experience.
Strong working knowledge of the TCP/IP suite, LAN/WAN, routing and switching basics, and core protocols including VLSM, CIDR, DHCP, and NAT.
Hands-on experience capturing, analyzing, and interpreting packet traces using tools such as Wireshark and tcpdump to isolate connectivity or performance anomalies.
Practical experience diagnosing and supporting Remote Access VPN solutions, including IPsec and SSL.
Foundational understanding of enterprise authentication frameworks and directory protocols such as RADIUS, TACACS+, and LDAP.
Ability to manage a changing queue of incoming cases by prioritizing work based on customer severity levels and established SLAs.

Technologies

Networking and diagnostics: TCP/IP, VLSM, CIDR, DHCP, NAT, LAN/WAN, Wireshark, tcpdump
Security and authentication: IPsec, SSL, RADIUS, TACACS+, LDAP
Platforms and tooling: Unix/Linux, Windows, automated log analyzers, AI-powered diagnostic utilities, machine learning search tools
Cloud and virtualization (mentioned): AWS, Azure, VMware

Preferred Qualification

CompTIA Security+ or an introductory Cybersecurity Fundamentals certification.
Familiarity with virtualization, hypervisors, or cloud computing fundamentals (AWS, Azure, or VMware architectures).
Basic familiarity with Unix/Linux and Windows operating system environments.
Exposure to multi-vendor security infrastructure appliances such as firewalls or IDS/IPS.

Compensation

Annual salary range: USD 91,100 - 147,400 (base salary for non-sales roles, or base salary plus commission target for sales-commissioned roles).
Compensation may also include restricted stock units and a bonus.

Immigration Sponsorship

No immigration sponsorship for this position.

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