Senior Tech Support Engineer, Cybersecurity Services

Jobs Paloaltonetworks; United Kingdom; On-site; GBP 77,000 - 125,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to drive customer success in cybersecurity. You will work with valued customers to resolve complex post-sales challenges, analyzing situations with a deep and comprehensive evaluation of multiple factors, and articulating intricate issues for both technical and non-technical audiences.

You will act as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis, upgrade planning,

Qualifications

• 5+ years in network security or enterprise technical support engineering.
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience / equivalent military experience required.
• Advanced Network Analysis & OSI Debugging: Deep understanding of packet flow across multiple OSI layers; networking operations (TCP/UDP, SNMP, IPv6, VLSM, CIDR, NAT).
• Diagnostic Tool Expertise: Proficiency with Wireshark, tcpdump, GNS3.
• Authentication Integration: Understanding of LDAP, TACACS+, Radius.
• Stakeholder Communication: Excellent written and verbal communication; ability to explain technical issues to diverse audiences.
• Preferred: Virtualization (AWS, Azure, VMware, OpenStack); Windows/macOS/Linux debugging.

Responsibilities

• Own and resolve support cases including multi-vendor troubleshooting and fault isolation.
• Leverage AI-powered diagnostics, automated log analyzers, and ML tools to speed root-cause analysis.
• Deliver tailored customer advocacy including weekly reviews, root-cause analysis, upgrade planning, and QBRs.
• Collaborate with cross-functional teams (Account, Sales, Engineering, QA) to address defects and enhancements.
• Author Technical Support Bulletins and troubleshooting guides; onboard new hires on technical/soft skills.
• Provide weekend, holiday shift work and on-call coverage.

Skills

Network security

Technical support engineering

OSI network analysis

Stakeholder communication

Troubleshooting

Education

Bachelor's degree in CS/IT/EE

Equivalent military experience

Tools

Wireshark

tcpdump

GNS3

LDAP

TACACS+

Radius

Python

Shell scripting

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer to drive customer success in cybersecurity. You will work with valued customers to resolve complex post-sales challenges, analyzing situations with a deep and comprehensive evaluation of multiple factors, and articulating intricate issues for both technical and non-technical audiences.

You will act as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis, upgrade planning,