Senior AI-Driven Security Tech Support Engineer

Jobs Paloaltonetworks; England; On-site; GBP 78,000 - 126,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to drive customer success in cybersecurity. You will partner with customers to resolve complex post-sales challenges, performing deep analyses and communicating complex issues to both technical and non-technical audiences.

The role includes weekly reviews, root-cause analysis, upgrade planning, and quarterly business reviews. You will work with cross-functional teams, create knowledge resources, and support ongoing improvements in

Qualifications

• 5+ years of progressive experience in network security or enterprise technical support engineering.
• Deep understanding of packet flow across OSI layers and networking operations (TCP/UDP, IPv6, NAT).
• Strong ability to articulate technical issues to both technical and non-technical audiences.

Responsibilities

• Deliver expert-level technical assistance to customers with ownership of support cases.
• Leverage AI-powered diagnostics and tools to accelerate root-cause analysis.
• Act as a designated customer advocate delivering tailored support and quarterly business reviews.

Skills

Network security

Troubleshooting

Stakeholder communication

Analytical thinking

Education

BS in computer science

Tools

Wireshark

tcpdump

GNS3

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer to drive customer success in cybersecurity. You will partner with customers to resolve complex post-sales challenges, performing deep analyses and communicating complex issues to both technical and non-technical audiences.

The role includes weekly reviews, root-cause analysis, upgrade planning, and quarterly business reviews. You will work with cross-functional teams, create knowledge resources, and support ongoing improvements in