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Palo Alto Networks

Senior Technical Support Engineer

Palo Alto Networks
Salt Lake City, UT $106k - $172k/yr Full time Posted 9d ago
Senior Certificate Management Customer Support Cybersecurity Information Security Information Technology (IT) Pki Security Ssl/tls Technical Support Venafi
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Job Description

This role provides advanced, customer-facing technical support for Venafi Machine Identity Security and Next Generation Trust Security. You will troubleshoot issues, support deployments, and advise enterprise clients as a technical partner throughout installation and ongoing use.

Key Responsibilities

  • Deliver advanced technical support for customers purchasing, deploying, and using Next Generation Trust Security or Venafi Machine Identity Security products.
  • Work closely with Sales and Customer Success teams to support cohesive product and service delivery.
  • Communicate customer issues, feature requests, and critical escalations in a proactive manner, and document all interactions in the CRM system.
  • Guide customers through installation, configuration, and customization of Venafi products within their specific IT environments.
  • Build and maintain strong working relationships with enterprise clients, serving as a trusted technical advisor.

Required Qualifications

  • 5+ years of progressive experience in enterprise technical support engineering.
  • Strong understanding of Public Key Infrastructure (PKI), digital certificates, including SSL/TLS, and related cryptographic concepts.
  • Experience administering Linux and/or Windows Server environments, along with knowledge of network troubleshooting fundamentals including TCP/IP, DNS, load balancers, and firewalls.
  • 5+ years experience in Tier 2/Tier 3 enterprise technical support or a similar client-facing engineering role.
  • Willingness to adopt and use AI assistance tools, predictive troubleshooting playbooks, and automation to improve day-to-day support and drive innovation.

Technologies

  • Next Generation Trust Security
  • Venafi Machine Identity Security
  • Public Key Infrastructure (PKI)
  • SSL/TLS
  • Linux
  • Windows Server
  • TCP/IP
  • DNS
  • Load balancers
  • Firewalls
  • CRM

Compensation

  • Compensation depends on qualifications, experience, and work location.
  • Starting base salary range (non-sales roles) or base salary plus commission target (sales/commissioned roles) is expected to be $106,100.00 - $171,600.00/yr for candidates who receive an offer at the posted level.
  • Offered compensation may also include restricted stock units and a bonus.

Work Location and Employment Information

  • Location: Salt Lake City, UT (onsite)
  • Immigration Sponsorship: No

Company Commitment

  • Palo Alto Networks is committed to providing reasonable accommodations for all qualified individuals with a disability.
  • Palo Alto Networks is an equal opportunity employer.
  • All information is kept confidential according to EEO guidelines.
  • The company describes itself as trailblazers who dream big, take risks, and challenge cybersecurity status quo.

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