Cybersecurity Technical Support Engineer

Palo Alto Networks; Santa Clara (CA); On-site; USD 91,000 - 147,000; Full time

Job summary

Palo Alto Networks is seeking a proactive Technical Support Engineer to join our customer-focused team in the cybersecurity field. You will diagnose post-sales technical challenges, apply troubleshooting frameworks, and clearly articulate issues to customers and internal engineers to drive timely resolutions.

This role emphasizes ownership of cases, lab replication of network issues, collaboration with QA/engineering, and contribution to our knowledge base.

Qualifications

• 2–4 years in customer-facing technical support or network security.
• Bachelor’s degree in CS/IT or equivalent practical experience.
• Strong TCP/IP, LAN/WAN, routing/switching, and core protocols.
• Hands-on packet capture/analysis with Wireshark or tcpdump.
• Experience troubleshooting Remote Access VPN (IPsec/SSL).
• Knowledge of RADIUS, TACACS+, LDAP.

Responsibilities

• Provide high-quality technical support to diagnose and resolve networking and security issues.
• Own cases from open to close with root-cause analysis and doc updates.
• Replicate customer issues in lab environments to validate configurations.
• Collaborate with cross-functional teams to report defects and file bug reports.
• Document new findings and troubleshooting steps in the knowledge base.
• Leverage AI diagnostic tools to speed up troubleshooting.

Skills

TCP/IP basics

Packet capture/analysis

VPN infrastructure

Authentication protocols

LAN/WAN networking

Workload management

Education

Bachelor's degree in CS/IT or related field

Tools

Wireshark

tcpdump

Unix/Linux

Windows OS

Job description

Palo Alto Networks is seeking a proactive Technical Support Engineer to join our customer-focused team in the cybersecurity field. You will diagnose post-sales technical challenges, apply troubleshooting frameworks, and clearly articulate issues to customers and internal engineers to drive timely resolutions.

This role emphasizes ownership of cases, lab replication of network issues, collaboration with QA/engineering, and contribution to our knowledge base.