Senior Post-Sales Security Support Engineer

Palo Alto Networks

North Sydney Council

On-site

AUD 90,000 - 130,000

Full time

14 days+

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Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to directly engage with key customers in resolving complex post‑sales concerns. You will evaluate multifaceted situations, applying critical thinking to determine effective methods and criteria for optimal outcomes, while building relationships beyond your core area to address challenging technical issues.

You will articulate intricate technical concepts clearly to technical and non‑technical stakeholders, participate in

Qualifications

Bachelor’s degree required with 4+ years of experience.
Strong TCP/IP networking knowledge and troubleshooting.
Proven ability to debug complex networks and mixed media protocols.
Experience with routing/switching including OSPF/BGP/VLAN/STP.
Background in security technologies (IPsec, SSL‑VPN, NAT, GRE).
Experience in vendor Technical Support Centers or equivalent.

Responsibilities

Provide post‑sales technical support via phone, email, and web channels.
Manage and document support cases, ensuring timely resolution and high customer satisfaction.
Perform fault isolation and root cause analysis for complex issues.
Replicate customer issues and contribute to product reliability improvements.
Collaborate with Development, Sales, QA, and Marketing to address customer needs.
Review and update user documentation and training materials.
Travel to customer sites for critical issue resolution.