Contract Senior Cybersecurity Support Engineer (Hybrid)

Palo Alto Networks, Inc.; Santa Clara (CA); Hybrid; USD 98,000 - 105,000; Part time

Benefits offered by this job

Hybrid work model

Job summary

Palo Alto Networks is seeking a contract-based technical support specialist to address post-sales concerns, perform in-depth troubleshooting, and coordinate with multi-functional teams. The role emphasizes critical thinking, clear communication, and rapid problem resolution in a security-focused environment.

You will engage with customers, participate in cross-team discussions, and ensure timely SLAs while mapping issues to effective fixes and preventive measures.

Qualifications

• 1 to 3 years of experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
• Experience understanding malware, exploits, operating system structure, and behavior
• Experience with Android OS or IOS based applications (Installation, troubleshooting, Debugging) is a plus
• Experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)
• Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)
• Knowledge of SIEM, vulnerability management tools, and firewalls
• Experience with batch scripting and Python is a plus
• Ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Knowledge of Cloud infrastructure is a plus
• Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus

Responsibilities

• Respond to user-reported issues in adherence to established Service Level Agreements
• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
• Perform troubleshooting at the application level and OS level, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
• Provide timely feedback on the development process on customer-reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Skills

Windows OS troubleshooting

Linux OS troubleshooting

macOS troubleshooting

Malware/Exploit knowledge

Python scripting

Batch scripting

EndPoint security software

Education

Technical certifications or equivalent experience

Formal CS/IT education

Tools

SCCM

GPO

AD

MSSQL

IIS

EndPoint security tools

VMware Horizon

Citrix XenApp

XenDesktop

Firewalls

Job description

Palo Alto Networks is seeking a contract-based technical support specialist to address post-sales concerns, perform in-depth troubleshooting, and coordinate with multi-functional teams. The role emphasizes critical thinking, clear communication, and rapid problem resolution in a security-focused environment.

You will engage with customers, participate in cross-team discussions, and ensure timely SLAs while mapping issues to effective fixes and preventive measures.