Cybersecurity Technical Support Engineer

Palo Alto Networks, Inc.; Plano (TX); On-site; USD 91,000 - 147,000; Full time

Job summary

Palo Alto Networks, Inc. in Plano, TX is seeking a dynamic Technical Support Engineer to help customers diagnose post-sales challenges in cybersecurity.

You will apply structured troubleshooting and collaborate with engineering to resolve issues, while building a practical understanding of each customer’s tech environment. You will address escalations with clear communication, document steps for future cases, and leverage AI-powered tools to accelerate root-cause analysis and knowledge sharing

Qualifications

• 2-4 years of experience in customer-facing technical support or network operations.
• Bachelor’s degree in Computer Science, IT, or related field.
• Strong knowledge of TCP/IP, LAN/WAN, routing/switching, and core protocols (VLSM, CIDR, DHCP, NAT).
• Hands-on experience with packet tracing and diagnostics (Wireshark, tcpdump).
• Experience with Remote Access VPN (IPsec, SSL).
• Understanding of authentication protocols (RADIUS, TACACS+, LDAP).
• Ability to manage multiple cases with SLA priorities.

Responsibilities

• Deliver high-quality technical assistance to customers, troubleshooting networking and security issues.
• Own support cases from initiation to resolution with thorough documentation.
• Replicate customer network issues in a lab to validate configurations.
• Collaborate with cross-functional teams to report defects and track updates.
• Document new findings and troubleshooting steps in the knowledge base.
• Leverage AI-powered tools to speed troubleshooting and reduce time-to-resolution.

Skills

Customer-facing technical support

Network analysis

Troubleshooting

Time management

Education

Bachelor's degree in CS/IT or related field

Tools

Wireshark

tcpdump

Remote Access VPN

RADIUS/TACACS+/LDAP

Job description

Palo Alto Networks, Inc. in Plano, TX is seeking a dynamic Technical Support Engineer to help customers diagnose post-sales challenges in cybersecurity.

You will apply structured troubleshooting and collaborate with engineering to resolve issues, while building a practical understanding of each customer’s tech environment. You will address escalations with clear communication, document steps for future cases, and leverage AI-powered tools to accelerate root-cause analysis and knowledge sharing