Remote Senior Technical Support Engineer - Cybersecurity

Palo Alto Networks, Inc.; City Of London; Remote; GBP 75,000 - 95,000; Full time

Job summary

Palo Alto Networks is seeking a highly skilled Technical Support Engineer to join our team. You will address complex post-sales cybersecurity challenges, analyze issues deeply, and articulate solutions to technical and non-technical audiences.

As a customer advocate, you will conduct weekly reviews, root cause analyses, and quarterly business reviews, while partnering with Engineering and QA to improve product quality. Willingness to travel for critical resolutions is expected.

Qualifications

• Minimum of 7 years of network security experience.
• Expertise in TCP/IP and LAN/WAN technologies; routing protocols (BGP, OSPF, EIGRP).
• Experience with troubleshooting Remote Access VPN solutions (IPSEC, PKI & SSL).
• Ability to debug complex networks across OSI layers.
• Knowledge of LDAP/TACACS+/Radius authentication.

Responsibilities

• Deliver expert-level technical assistance to top-tier customers and resolve complex security issues.
• Own support cases from initiation to resolution with thorough documentation.
• Communicate technical solutions to technical and executive stakeholders.
• Collaborate with Account, Sales, and Marketing to ensure a positive customer experience.
• Lead Quarterly Business Reviews and Account Case Reviews with tailored recommendations.
• Identify product defects, perform lab replication and testing with Eng/QA teams.
• File bug reports and develop test plans to improve software/hardware quality.
• Contribute to knowledge base with bulletins and troubleshooting guides.
• Travel to customer sites to expedite issue resolution.

Skills

Network security

TCP/IP

LAN/WAN

Routing protocols

VPN technologies

Authentication protocols

Executive communication

Bug reporting

Cross-functional collaboration

Education

BS in Computer Science / IT / Engineering

Tools

Wireshark

GNS3

Job description

Palo Alto Networks is seeking a highly skilled Technical Support Engineer to join our team. You will address complex post-sales cybersecurity challenges, analyze issues deeply, and articulate solutions to technical and non-technical audiences.

As a customer advocate, you will conduct weekly reviews, root cause analyses, and quarterly business reviews, while partnering with Engineering and QA to improve product quality. Willingness to travel for critical resolutions is expected.