Senior Network & Security Support Engineer

Cyberark Software

Sydney

On-site

AUD 90,000 - 140,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Palo Alto Networks in Sydney, Australia, seeks a Senior Technical Support Engineer to engage with key customers, analyze complex post‑sales issues, and drive rapid, effective resolutions. You’ll discuss with both technical and non‑technical stakeholders and partner with Development, Sales, QA, and Marketing to strengthen product reliability and security.

You will hold a crucial role in delivering superior customer support, tackling challenging problems, and contributing to knowledge base content

Qualifications

Bachelor’s degree with 4 years of experience.
Proficient with TCP/IP networking protocols and troubleshooting.
Experience with routing and switching (OSPF, BGP, VLAN, STP).
Background in security technologies (IPSEC, SSL‑VPN, NAT, GRE).
Prior work in vendor Technical Support Centers or equivalent.

Responsibilities

Provide post‑sales technical support via phone, email, and web channels.
Manage support cases: record, track, resolve, and follow up with customers.
Apply fault isolation and root cause analysis to diagnose issues.
Replicate customer‑reported issues and qualify critical problems.
Publish Technical Support Bulletins and KB articles to help customers and teams.
Collaborate with Development, Sales, QA, and Marketing to improve solutions.
Review and enhance user documentation and training materials.
Travel to customer sites for critical issue resolution.