Cybersecurity Technical Support Engineer - Problem Solver

Jobs Paloaltonetworks

United Kingdom

On-site

GBP 69,000 - 111,000

Full time

2 days ago

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Job summary

Palo Alto Networks is seeking a dynamic Technical Support Engineer to join our team. You will work closely with customers to diagnose post‑sales technical challenges and apply standard troubleshooting frameworks to drive resolution.

The role emphasizes collaboration with engineering and the use of AI-powered tools to speed case handling. Please note visa sponsorship is not offered; in‑person collaboration in our offices is encouraged.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
Strong practical knowledge of TCP/IP, LAN/WAN, routing/switching, and core protocols (VLSM, CIDR, DHCP, NAT).
Hands-on experience with packet analysis using tools like Wireshark or tcpdump.
Experience diagnosing Remote Access VPN solutions (IPsec/SSL).

Responsibilities

Deliver high-quality technical assistance to customers, performing troubleshooting, configuration verification, and diagnostics to ensure timely resolution of networking and security issues.
Own support cases from initiation to resolution, isolate faults and perform root‑cause analysis with thorough documentation.
Replicate customer network issues in a lab environment to validate configurations.
Collaborate with cross‑functional teams to report defects, file robust bug reports, and track issue updates.
Document new findings and troubleshooting steps in the internal knowledge base.
Leverage AI-powered diagnostic tools to accelerate knowledge retrieval and reduce time‑to‑resolution.