Senior Cybersecurity Support Engineer - PKI & Enterprise IT

Palo Alto Networks; Salt Lake City (UT); On-site; USD 106,000 - 172,000; Full time

Job summary

Palo Alto Networks, based in Salt Lake City, seeks a Senior Technical Support Engineer to deepen expertise across Enterprise IT, Cloud infrastructure, and security. You will resolve complex issues, reproduce environments, and apply advanced troubleshooting while mentoring colleagues and collaborating with peers.

The role emphasizes customer-facing engagement, collaboration with Sales/CS teams, and proactive issue resolution to drive customer success in a fast-paced security company.

Qualifications

• 5+ years of progressive experience in enterprise technical support engineering.
• Core Technology Experience: Strong understanding of PKI, digital certificates (SSL/TLS), and cryptographic concepts.
• Systems & Networking: Experience administering Linux and/or Windows Server environments, along with a solid grasp of network troubleshooting (TCP/IP, DNS, load balancers, firewalls).
• Customer-Facing Experience: 5+ years of experience in Tier 2/Tier 3 enterprise technical support or a similar client-facing engineering role.
• AI & Automation Readiness: A strong willingness to adopt and utilize AI assistance tools, predictive troubleshooting playbooks, and automation to enhance daily support operations and drive innovation.

Responsibilities

• Provide advanced technical support for customers purchasing, deploying, and using Next Generation Trust Security, or Venafi Machine Identity Security products.
• Collaborate closely with the Sales and Customer Success teams to ensure cohesive product and service delivery.
• Proactively communicate customer issues, feature requests, and critical escalations while meticulously documenting all interactions in our CRM system.
• Guide customers through the installation, configuration, and customization of Venafi products within their unique IT environments.
• Establish and maintain strong, effective working relationships with enterprise clients, acting as a trusted technical advisor.

Skills

PKI

SSL/TLS

Cryptography

Linux

Windows Server

Networking

AI & Automation

Customer-facing

Job description

Palo Alto Networks, based in Salt Lake City, seeks a Senior Technical Support Engineer to deepen expertise across Enterprise IT, Cloud infrastructure, and security. You will resolve complex issues, reproduce environments, and apply advanced troubleshooting while mentoring colleagues and collaborating with peers.

The role emphasizes customer-facing engagement, collaboration with Sales/CS teams, and proactive issue resolution to drive customer success in a fast-paced security company.