Technical Support Engineer, Focused Services, NGFW

Our Mission

At Palo Alto Networks were united by a shared missionto 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 youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.

Who We Are

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!

Job Summary

Are you passionate about driving customer success in the cybersecurity industry We are looking for a dynamic and proactive Technical Support Engineer to join our this role you will work closely with our valued customers to diagnose and address post-sales technical challenges. As a critical thinker you will apply standard troubleshooting frameworks diagnostic tools and technical criteria to drive effective resolutions. Your ability to clearly articulate technical issues will enable you to collaborate effectively with both customers and internal engineering teams. You will develop a strong practical understanding of each customers technical environment helping them maintain a stable and secure posture. Your problem-solving agility and resilience will be crucial in providing high-quality assistance during familiar technical challenges and customer escalations. While the Company will consider applicants who have current work authorization and require a transfer of an existing H-1B visa the Company is not currently considering applicants who require new visa sponsorship (including new H-1B petitions) or individuals currently in OPT/CPT status who will require future sponsorship to maintain work authorization

• Customer Problem Resolution: Deliver high-quality technical assistance to customers performing troubleshooting configuration verification and diagnostics to ensure timely resolution of networking and security issues.

• Case Management Ownership: Take practical ownership of support cases from initiation to resolution isolating faults and executing root-cause analysis while maintaining consistent documentation in the ticketing system.

• Product Infrastructure & Lab Simulation: Replicate customer network issues and validate configurations by systematically simulating network topologies in a lab environment.

• Cross-Functional Collaboration: Partner with cross-functional support teams Account teams and QA/Engineering to report product defects file clean bug reports and track issue updates.

• Knowledge Contribution: Contribute to the collective expertise of the organization by documenting new technical findings configuration steps and troubleshooting techniques in the internal knowledge base.

• Drive AI Efficacy: Actively leverage internal AI-powered diagnostic utilities automated log analyzers and machine learning search tools to expedite knowledge retrieval optimize case troubleshooting and decrease time-to-resolution.

• Provide support that includes mandatory weekend holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage which is subject to change.

Qualifications

• 24 years of experience in a customer-facing technical support network operations or network security environment.

• Education: Bachelors degree in Computer Science Information Technology or related technical field or equivalent practical/military experience.

• Network Analysis Capabilities: Strong practical knowledge of the TCP/IP suite local/wide area networks (LAN/WAN) general routing/switching operations and core protocol functions (such as VLSM CIDR DHCP and NAT).

• Packet-Level Diagnostics: Hands-on experience capturing analyzing and interpreting packet traces using standard network diagnostic tools (e.g. Wireshark tcpdump) to isolate performance or connectivity anomalies.

• Security & VPN Infrastructure: Practical experience diagnosing and support-executing Remote Access VPN solutions including IPsec and SSL technologies.

• Authentication Protocols: Foundational understanding of enterprise authentication frameworks and directory protocols (e.g. RADIUS TACACS LDAP).

• Time & Workload Management: Proven ability to balance a fluctuating queue of incoming support cases prioritizing tasks effectively based on customer severity levels and established SLAs.

• 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 Firewalls or Intrusion Detection/Prevention Systems (IDS/IPS)

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.