Cybersecurity Technical Support Engineer | AI-Driven Diagnostics

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

Job summary

Palo Alto Networks is seeking a dynamic Technical Support Engineer to help customers address post-sales networking and security challenges. You will diagnose issues, perform troubleshooting, and clearly communicate technical findings to customers and internal engineering teams.

In this role you will own cases from start to finish, replicate problems in a lab, and collaborate with cross-functional teams to report defects, improve products, and accelerate time-to-resolution using AI-powered tools.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical/military experience.
• 2–4 years of customer-facing technical support experience.
• Strong practical knowledge of the TCP/IP suite, LAN/WAN, routing/switching, and core protocols.
• Hands-on experience capturing/analyzing packet traces with Wireshark/tcpdump.
• Practical experience diagnosing Remote Access VPN solutions (IPsec/SSL).
• Foundational understanding of RADIUS, TACACS+, LDAP.
• Ability to balance a fluctuating queue of support cases with SLA awareness.

Responsibilities

• Deliver high‑quality technical assistance to customers, performing troubleshooting, configuration verification, and diagnostics to ensure timely resolution of networking and security issues.
• Take practical ownership of support cases from initiation to resolution, isolating faults and documenting in the ticketing system.
• Replicate customer network issues and validate configurations by simulating topologies in a lab.
• Partner with cross‑functional support teams, Account teams, and QA/Engineering to report defects and track updates.
• Document new technical findings, configuration steps, and troubleshooting techniques in the knowledge base.
• Actively leverage AI‑powered diagnostic utilities to expedite knowledge retrieval and decrease time‑to‑resolution.

Skills

TCP/IP basics

Packet analysis

VPN infra

Authentication protocols

Case management

Network operations

Customer facing

Education

Bachelor's degree or equivalent

Tools

Wireshark

tcpdump

Lab virtualization

Job description

Palo Alto Networks is seeking a dynamic Technical Support Engineer to help customers address post-sales networking and security challenges. You will diagnose issues, perform troubleshooting, and clearly communicate technical findings to customers and internal engineering teams.

In this role you will own cases from start to finish, replicate problems in a lab, and collaborate with cross-functional teams to report defects, improve products, and accelerate time-to-resolution using AI-powered tools.