Endpoint Security Support Engineer - Hybrid Contract

Palo Alto Networks; Plano (TX); Hybrid; USD 69,000 - 74,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Job summary

Palo Alto Networks is seeking a Contract Support Engineer to work in Plano (Hybrid) on a 12-month assignment. You will address customer post-sales issues, analyze data, and explain complex technical problems to both non-technical and technical stakeholders.

You’ll triage incidents, collaborate with engineering and R&D, and communicate actions clearly to customers. The role requires strong problem solving, customer-facing communication, and foundational cybersecurity knowledge.

Qualifications

• 0–2 years of endpoint security product support experience.
• Familiarity with software supply chain security (NPM, PyPI, Chrome Web Store).
• Troubleshooting and system-level debugging on Windows, Linux, and macOS.
• Understanding of Secure Web Gateways (SWG), PAC Files, TLS/SSL decryption to diagnose agent connectivity issues.
• BS/MS or equivalent experience required.
• Demonstrated analytical mindset with an interest or experience in improving support processes, dashboards, and performance metrics.
• Ability or academic exposure to cross-functional work with Engineering/R&D teams is a plus.
• Excellent customer-facing written and verbal communication skills, with the ability to stay organized in fast-paced environments.
• Foundational cybersecurity background including malware concepts.

Responsibilities

• Respond to user-reported issues in adherence to established SLAs.
• Triage customer-reported issues via ticketing, phone, or remote sessions.
• Identify fault area (code, environment, or configuration) and coordinate fixes with the appropriate team.
• Provide timely feedback on the development process for customer-reported product problems.
• Document actions to effectively communicate information internally and to customers.
• Facilitate root cause investigations and implement corrective and preventative measures.

Skills

Endpoint security

Troubleshooting

Customer communication

Cross-functional collaboration

Education

BS/MS or equivalent experience

Tools

Windows

Linux

macOS

NPM

PyPI

Chrome Web Store

Hugging Face

Job description

Palo Alto Networks is seeking a Contract Support Engineer to work in Plano (Hybrid) on a 12-month assignment. You will address customer post-sales issues, analyze data, and explain complex technical problems to both non-technical and technical stakeholders.

You’ll triage incidents, collaborate with engineering and R&D, and communicate actions clearly to customers. The role requires strong problem solving, customer-facing communication, and foundational cybersecurity knowledge.