Senior Cloud Security Engineer – CNGFW & AI-Driven Support

Palo Alto Networks, Inc.; Plano (TX); On-site; USD 106,000 - 172,000; Full time

Job summary

Palo Alto Networks, Inc. in Plano, Texas is seeking a Senior Technical Support Engineer to act as a premier technical authority for our most high-value enterprise accounts and provide advanced post-sales support for complex architectures.

You will work as a key technical contact for both technical and non-technical stakeholders, ensuring rapid, high-quality responses while protecting mission-critical environments under pressure.

Qualifications

• 5+ years of progressive experience in network operations, infrastructure engineering, or enterprise cybersecurity support.
• Bachelor’s degree in Computer Science, IT, or equivalent practical experience.
• Deep expertise in OSI L1–L7 layers, TCP/IP, and advanced routing protocols (BGP, OSPF).
• Expert command of IPSEC, SSL/TLS, NAT, and PKI.
• Proven ability to explain complex technical issues clearly to both technical and non-technical audiences, including C-suite stakeholders.

Responsibilities

• Provide advanced post-sales technical support for Platinum-tier customers.
• Use AI-based support tools to reduce customer effort and improve resolution times.
• Meet and exceed enhanced response time SLAs for mission-critical systems.
• Apply fault isolation and RCA to diagnose complex issues across environments.
• Partner with Development, QA, and Product Management to identify defects and influence roadmaps.
• Lab simulate complex customer issues to isolate bugs.
• Author Technical Support Bulletins and mentor engineers.
• Translate engineering issues into business-impact terms for executives.
• Review customer context data and maintain a shared context database.
• Establish rapid rapport with customer stakeholders to ensure consistent experience.

Skills

OSI L1–L7 knowledge

TCP/IP & routing (BGP, OSPF)

IPsec, SSL/TLS, NAT, PKI

Clear communication with technical and

C-suite stakeholder communication

Education

Bachelor’s degree in Computer Science/IT

Tools

VMware ESXi

KVM

AWS

Azure

GCP

OCI

Job description

Palo Alto Networks, Inc. in Plano, Texas is seeking a Senior Technical Support Engineer to act as a premier technical authority for our most high-value enterprise accounts and provide advanced post-sales support for complex architectures.

You will work as a key technical contact for both technical and non-technical stakeholders, ensuring rapid, high-quality responses while protecting mission-critical environments under pressure.