Remote Senior Cybersecurity Support Engineer

Remote Worker LTD.; United States; À distance; USD 120 000 - 160 000; Plein temps

Résumé du poste

Palo Alto Networks is seeking a senior Technical Support Engineer to drive expert-level support for top-tier cybersecurity customers. You will troubleshoot complex issues, perform root cause analyses, and collaborate with engineering, QA, and account teams to ensure secure, resilient environments.

You will engage in frequent technical discussions with customers and internal teams, documenting findings and recommendations, and participating in ongoing product improvements and knowledge sharing.

Qualifications

• Minimum of 7 years of network security experience.
• Expertise in TCP/IP and LAN/WAN technologies, routing protocols (BGP, OSPF, EIGRP).
• Extensive experience troubleshooting Remote Access VPN solutions (IPSEC, PKI & SSL).
• Ability to independently debug complex networks with multi OSI layers.
• In-depth knowledge of TCP/UDP, SNMP, IPv6, VLSM, CIDR, NAT.
• Proficient with network troubleshooting tools - Wireshark, GNS3.
• Strong grasp of authentication protocols - LDAP, TACACS+, Radius.

Responsabilités

• Deliver expert-level technical assistance to top-tier customers and resolve complex security issues.
• Take ownership of support cases from initiation to resolution with thorough documentation.
• Communicate technical solutions to both technical and executive stakeholders.
• Collaborate with cross-functional teams to ensure a positive customer experience.
• Drive quarterly business reviews and proactive risk mitigation to enhance security posture.
• Identify product defects via lab replication, network simulation, and testing.
• Work with Engineering and QA to file bug reports and improve software/hardware quality.
• Contribute to onboarding by screening hires and training new staff.
• Author knowledge base content and troubleshooting guides for internal and customer use.
• Provide rapid, high-quality support, including on-site visits when needed.
• Engage in discussions to improve transparency and cybersecurity resilience

Connaissances

Network security

TCP/IP

Routing protocols

VPN

Network troubleshooting

Executive communication

Documentation

Formation

Bachelor's degree in Computer Science or related field

Outils

Wireshark

GNS3

Description du poste

Palo Alto Networks is seeking a senior Technical Support Engineer to drive expert-level support for top-tier cybersecurity customers. You will troubleshoot complex issues, perform root cause analyses, and collaborate with engineering, QA, and account teams to ensure secure, resilient environments.

You will engage in frequent technical discussions with customers and internal teams, documenting findings and recommendations, and participating in ongoing product improvements and knowledge sharing.