Senior Cybersecurity Support Engineer

Palo Alto Networks, Inc.; Plano (TX); On-site; USD 120,000 - 194,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Technical Support Engineer in Plano, TX to deliver post-sales technical support, configuration guidance, and troubleshooting for our customers. You will apply fault isolation and root cause analysis to resolve complex issues and help keep our customers productive.

You will work with Development, Sales, QA, and Marketing to improve knowledge base and documentation. Travel to customer sites may be required for critical situations, and you will participate in

Qualifications

• 5+ years in network security or enterprise technical support engineering.
• BS in CS/IT/EE or related field or equivalent experience.
• Proficient with TCP/IP and able to debug large networks.
• Strong routing/switching experience (OSPF, BGP, VLAN, STP).

Responsibilities

• Provide post-sales technical support via phone, email, and web.
• Manage support cases: record, track, resolve, and follow up.
• Use fault isolation and root-cause analysis to diagnose issues.
• Reproduce customer issues and qualify critical problems.
• Publish Technical Support Bulletins and KB articles.
• Collaborate with Development, Sales, QA, Marketing to improve customer experience.
• Review user documentation for training materials and problem-solving guides.
• Provide on-call support 24x7 on an as-needed basis.
• Travel to customer sites for critical situations to expedite resolution.

Skills

Network security

Technical support engineering

TCP/IP

Routing & switching

Communication skills

Education

BS in CS/IT/EE or related field

Tools

Cisco devices

Checkpoint devices

Juniper devices

Fortinet devices

Job description

Palo Alto Networks, Inc. is seeking a Technical Support Engineer in Plano, TX to deliver post-sales technical support, configuration guidance, and troubleshooting for our customers. You will apply fault isolation and root cause analysis to resolve complex issues and help keep our customers productive.

You will work with Development, Sales, QA, and Marketing to improve knowledge base and documentation. Travel to customer sites may be required for critical situations, and you will participate in