Senior Cybersecurity Technical Support Engineer

Jobs Paloaltonetworks; Santa Clara (CA); On-site; GBP 55,000 - 85,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to deliver post-sales technical support, diagnose complex networking and security issues, and collaborate with cross-functional teams. You will handle cases across TCP/IP networks, routing, and security technologies while maintaining high customer satisfaction.

You will participate in inter-team discussions, reproduce issues, and contribute to knowledge base content.

Qualifications

• Bachelor's degree with 4 years of experience.
• Demonstrable experience with TCP/IP networking protocols and troubleshooting methodologies.
• Able to independently debug broad, complex networks comprising mixed media and protocols.
• Expertise in routing and switching technologies (OSPF, BGP, VLAN, STP) with proven configuration/optimization skills.
• Background in security technologies (IPSEC, SSL-VPN, NAT, GRE).
• Experience in vendor Technical Support Centers.
• Strong written and verbal communication, able to explain complex concepts clearly.

Responsibilities

• Provide post-sales technical support via phone, email, and web channels.
• Manage support cases: record, track, resolve, and follow up promptly.
• Apply fault isolation and root cause analysis to diagnose issues.
• Replicate customer-reported issues and qualify critical issues for product reliability.
• Author and publish Technical Support Bulletins and knowledge base content.
• Collaborate with Development, Sales, QA, and Marketing to align on customer needs and feedback.
• Review and enhance user documentation for training materials and manuals.
• Travel to customer sites in critical situations to expedite issue resolution.

Skills

TCP/IP networking

Routing & Switching

Security technologies

Vendor Technical Support Center

Technical communication

Education

Bachelor's degree

Tools

Cisco

Check Point

Juniper

Fortinet

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer to deliver post-sales technical support, diagnose complex networking and security issues, and collaborate with cross-functional teams. You will handle cases across TCP/IP networks, routing, and security technologies while maintaining high customer satisfaction.

You will participate in inter-team discussions, reproduce issues, and contribute to knowledge base content.