Cybersecurity Technical Support Engineer – AI-Driven Troubleshooting

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

Job summary

Palo Alto Networks in Plano, TX is seeking a dynamic Technical Support Engineer to assist customers with post‑sales technical challenges in cybersecurity. You will diagnose issues, apply troubleshooting frameworks, and communicate clearly with customers and engineering teams to drive timely resolutions.

You will own cases from start to finish, replicate lab scenarios, document findings, and collaborate with cross‑functional teams to report defects and improve products.

Qualifications

• 2–4 years of customer-facing technical support experience.
• Bachelor’s degree or equivalent practical/military experience.
• Strong TCP/IP, LAN/WAN, and routing/switching knowledge.
• Hands-on with packet traces using Wireshark or tcpdump.
• Experience diagnosing Remote Access VPN (IPsec/SSL).
• Understanding of RADIUS, TACACS+, LDAP authentication.

Responsibilities

• Deliver high-quality technical support to customers with troubleshooting and diagnostics.
• Own cases from initiation to resolution with good documentation.
• Replicate issues in a lab environment to validate configurations.
• Collaborate with cross-functional teams to report defects and file bug reports.
• Document new findings and troubleshooting steps for the knowledge base.
• Leverage AI/utilities to accelerate troubleshooting and reduce time-to-resolution.

Skills

Customer-facing support

Networking fundamentals

LAN/WAN knowledge

TCP/IP troubleshooting

Wireshark/tcpdump

VPN/IPsec/SSL

Authentication protocols (RADIUS, TAC+

LDAP

Time/workload management

Education

Bachelor’s degree in Computer Science, Information Technology, or related technical field, or equivalent practical/military experience

Tools

Wireshark

tcpdump

AWS

Azure

VMware

Job description

Palo Alto Networks in Plano, TX is seeking a dynamic Technical Support Engineer to assist customers with post‑sales technical challenges in cybersecurity. You will diagnose issues, apply troubleshooting frameworks, and communicate clearly with customers and engineering teams to drive timely resolutions.

You will own cases from start to finish, replicate lab scenarios, document findings, and collaborate with cross‑functional teams to report defects and improve products.