Technical Support Engineer

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.