Senior Cybersecurity Support Engineer — Impactful, Customer‑Facing

Palo Alto Networks, Inc.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Palo Alto Networks is seeking a designated customer advocate to provide tailored support, weekly reviews, root cause analysis for critical issues, and upgrade planning. You will become deeply familiar with customer implementations to drive best practices and elevate security posture.

You will deliver advanced technical assistance, manage complex multi‑vendor cases, document troubleshooting steps, and coordinate with engineering to improve software and hardware quality per release cycle.

Qualifications

• Minimum 7 years of network security experience.
• Expertise in TCP/IP and LAN/WAN technologies with routing protocols.
• Advanced understanding of packet flow across OSI layers.
• Experience with IPsec, PKI and SSL technologies.
• Ability to communicate technical concepts to executives and stakeholders.

Responsibilities

• Provide advanced-level technical assistance to top-tier customers; resolve complex issues.
• Own support cases end-to-end with thorough documentation and timely updates.
• Manage high‑impact multi‑vendor troubleshooting on complex engagements.
• Use root cause analysis for post‑sales support and repeatable processes.
• Identify defects via lab replication and coordinate with QA for fixes per release cycle.
• Travel to customer sites for critical situations as required.

Skills

Network security experience

TCP/IP

LAN/WAN technologies

Routing protocols (BGP, OSPF, EIGRP)

OSI packet flow

IPsec, PKI & SSL troubleshooting

Wireshark

GNS3

LDAP, TACACS+, Radius

Executive communication

Tools

Wireshark

GNS3

Job description

Palo Alto Networks is seeking a designated customer advocate to provide tailored support, weekly reviews, root cause analysis for critical issues, and upgrade planning. You will become deeply familiar with customer implementations to drive best practices and elevate security posture.

You will deliver advanced technical assistance, manage complex multi‑vendor cases, document troubleshooting steps, and coordinate with engineering to improve software and hardware quality per release cycle.