Senior Enterprise Cybersecurity Support Engineer

Palo Alto Networks; Santa Clara (CA); On-site; USD 103,000 - 167,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to act as a premier technical authority for our most valuable enterprise accounts. You will provide advanced post-sales support for complex architectures and serve as a key technical contact for both technical and non-technical stakeholders.

You will move quickly in high-pressure situations, document context, and collaborate with engineering teams to ensure secure, reliable environments.

Qualifications

• 5+ years of progressive experience in network operations, infrastructure engineering, or enterprise cybersecurity support.
• Bachelors 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.
• Ability to explain complex technical issues clearly to both technical and non-technical audiences, including C-suite stakeholders.

Responsibilities

• Elite Case Resolution: provide advanced post-sales technical support for Platinum-tier customers.
• AI-Driven Support: use and improve AI-based support tools to reduce customer effort and improve resolution times.
• SLA Stewardship: meet and exceed enhanced response time SLAs for mission-critical systems.
• Advanced Diagnostics: perform root cause analysis to diagnose complex environments.
• Engineering Partnership: collaborate with Development, QA, and Product Management to identify defects and influence roadmaps.
• Lab Simulation: reproduce issues in a lab to qualify critical product bugs.
• Knowledge Leadership: author technical bulletins and whitepapers and mentor engineers.
• Executive Advocacy: translate issues into business terms for executives during crises.

Skills

5+ years experience

Bachelor7s degree

Networking mastery

Security proficiency

Communication

Education

Bachelors degree in Computer Science or IT

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer to act as a premier technical authority for our most valuable enterprise accounts. You will provide advanced post-sales support for complex architectures and serve as a key technical contact for both technical and non-technical stakeholders.

You will move quickly in high-pressure situations, document context, and collaborate with engineering teams to ensure secure, reliable environments.