Remote Senior Cybersecurity Support Engineer

Palo Alto Networks; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Job summary

Palo Alto Networks in Warsaw, Poland is seeking a dynamic Technical Support Engineer to drive customer success in cybersecurity. In this role you will partner with customers to resolve complex post-sales challenges, applying deep technical analysis and clear communication to deliver practical solutions.

You will collaborate with cross-functional teams, conduct weekly reviews, perform root-cause analyses, plan upgrades, and participate in quarterly business reviews to strengthen customers'

Qualifications

• Deliver expert-level technical assistance to top-tier customers.
• Take complete ownership of support cases from initiation to resolution.
• Act as a trusted advisor, communicating solutions to technical and executive stakeholders.

Responsibilities

• Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation.
• Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system.
• Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility.
• Collaborate closely with cross-functional teams—including Account, Sales, and Marketing—to drive a seamless and positive customer experience while proactively addressing critical challenges.
• Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies to enhance security posture.
• Serve as a subject matter expert on Palo Alto Networks' core technologies, identifying product defects through lab replication, network simulation, and performance testing.
• Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle.
• Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training.
• Contribute to the organization's knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer-facing resources.

Skills

Technical troubleshooting

Customer communication

Root cause analysis

Cross-functional collaboration

Tools

Ticketing system

Job description

Palo Alto Networks in Warsaw, Poland is seeking a dynamic Technical Support Engineer to drive customer success in cybersecurity. In this role you will partner with customers to resolve complex post-sales challenges, applying deep technical analysis and clear communication to deliver practical solutions.

You will collaborate with cross-functional teams, conduct weekly reviews, perform root-cause analyses, plan upgrades, and participate in quarterly business reviews to strengthen customers'