Senior Cybersecurity Tech Support Engineer

Palo Alto Networks, Inc.; North Sydney; On-site; AUD 110,000 - 150,000; Full time

Job summary

Palo Alto Networks, Inc. in Australia is seeking a Senior Technical Support Engineer to resolve complex post-sales issues and ensure customer success across our product portfolio.

You will conduct thorough evaluations, apply structured troubleshooting, and drive timely resolutions for enterprise customers. You will articulate technical concepts to both technical and non-technical stakeholders, collaborate with Development, Sales, QA, and Marketing, and contribute to product reliability, security

Qualifications

• Bachelor’s degree with 4+ years in networking or relevant field.
• Deep understanding of TCP/IP protocols and troubleshooting methodologies.
• Experience debugging complex networks and security technologies in post-sales environments.

Responsibilities

• Provide post-sales technical support by phone, email, and web channels.
• Manage support cases with accurate logging, tracking, and timely resolution.
• Apply fault isolation and root cause analysis to complex issues.
• Replicate customer-reported issues and qualify critical problems.
• Publish Technical Support Bulletins and update knowledge base.
• Collaborate with Development, Sales, QA, and Marketing to align efforts.
• Review and enhance user documentation for training materials.
• Travel to customer sites in critical situations.

Skills

TCP/IP networking

Network troubleshooting

Routing & switching

Security technologies

Vendor support

Communication skills

Education

Bachelor's degree

Tools

Cisco

Checkpoint

Juniper

Fortinet

Job description

Palo Alto Networks, Inc. in Australia is seeking a Senior Technical Support Engineer to resolve complex post-sales issues and ensure customer success across our product portfolio.

You will conduct thorough evaluations, apply structured troubleshooting, and drive timely resolutions for enterprise customers. You will articulate technical concepts to both technical and non-technical stakeholders, collaborate with Development, Sales, QA, and Marketing, and contribute to product reliability, security