Senior Technical Support Engineer - Focused Services - Security Clearance Eligibility Required

Palo Alto Networks; Remote; GBP 50,000 - 70,000; Full time

Job summary

A cybersecurity solutions provider is seeking a skilled Technical Support Engineer to join its team in Greater London. The role involves providing post-sales technical support, troubleshooting complex networking issues, and ensuring a positive customer experience. Candidates should have extensive technical knowledge, excellent communication skills, and a strong customer focus. Advanced certifications and experience with security protocols are advantageous. Join a dynamic team dedicated to innovative cybersecurity solutions.

Benefits

Flexible working environment

Professional development opportunities

Diversity and inclusion programs

Qualifications

• 8+ years of deep technical knowledge and technical support experience.
• Advanced certifications such as CCIE/JNCIE/CISSP are an advantage.
• Ability to debug complex networks independently.

Responsibilities

• Provide post sales technical support, configurations, and troubleshooting.
• Handle support cases ensuring timely resolution.
• Work closely with sales and engineering teams.

Skills

Technical knowledge in networking protocols

Customer focus

Critical thinking

Excellent communication skills

Self-motivated and disciplined

Project management skills

Problem solving skills

Tools

TCP/IP

BGP4

OSPF

NAT

IPSEC

Cisco firewalls

Job description

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Description

Your Career

You will work firsthand with our valued customers to address their complex post–sales concerns where analysis of situations or data requires an in–depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non–technical and technical professionals.

You will regularly participate in technical discussions with multi–functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web

• Remote support, deployment and knowledge transfer

• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner

• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues

• Work to reproduce customer issues and qualify critical issues

• Publish Technical Support Bulletins and other user documentation in the Knowledge Base

• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing

• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.

• Travel may be required to customer sites in the event of a critical situation to expedite resolution

• Work shoulder to shoulder with the Sales and Sales Engineering Teams

Qualifications

Please note that this role requires eligibility for Security Clearance, which includes having spent the last five years in the UK and holding British citizenship. Unfortunately, if you do not meet these requirements, we will be unable to proceed with your application.

• 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience

• Advanced certifications such as CCIE/JNCIE/ CISSP– an advantage

• Excellent written and spoken communication skills, strength with establishing relationships

• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required

• Excellent interpersonal skills and the ability to work well independently and in a team

• Self–disciplined, self–managed, self–motivated and strong sense of ownership, urgency, and drive

• Passionate to learn, understand, and dissect new technology stack quickly on own

• Strong project management, time management, and organizational skills

• Strong analytical skills for interpreting business requirements and translating them into technical specifications

• Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIP

• Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation

• Experience with security (IPSEC, SSL–VPN, NAT, GRE)

• Prior experience in similar vendor Technical Support Centers

• Experience with Authentication Protocols a plus (Radius / TACACS)

• Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus

• Excellent problem solving, critical thinking, communication, and teamwork skills

• Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business

Additional Information

Our technical support team is essential to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it just evolves. Our technical team provides the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

The Team

We are a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.