Senior Network Security Support Engineer

Palo Alto Networks; Plano (TX); Hybrid; USD 120,000 - 194,000; Full time

Job summary

Palo Alto Networks is seeking a Technical Support Engineer to deliver post-sales technical support, guidance, and troubleshooting for customers. You will apply fault isolation and root cause analysis to diagnose complex issues and ensure timely case closure, contributing to a high-quality knowledge base and customer experience.

As part of the team, you’ll collaborate with Development, Sales, QA, and Marketing, review documentation for training materials, and provide on-call support 24x7 when

Qualifications

• 5+ years of experience in network security or enterprise technical support engineering.
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience.
• Required experience with TCP/IP.
• Ability to independently debug broad, complex networks with mixed media and protocols.
• In-depth experience in routing and switching (OSPF, BGP, VLAN, STP).
• Experience with security (IPSEC, SSL-VPN, NAT, GRE).
• Prior experience in similar vendor Technical Support Centers.
• Excellent written and verbal communication skills.

Responsibilities

• Provide post-sales technical support, configurations, and troubleshooting to customers via phone, email, and web.
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are finished promptly.
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues.
• Work to reproduce customer issues and qualify critical issues.
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base.
• Build a positive customer experience by collaborating with Development, Sales, Quality Assurance, and Marketing.
• Review user documentation for training materials, technical marketing collateral, manuals, and problem-solving guides.
• Provide on-call support 24x7 on an as-needed basis.
• Travel to customer sites in the event of a critical situation to expedite resolution.

Skills

Network security

Technical support engineering

TCP/IP

Routing & Switching

Communication

On-call support

Education

BS in CS/IT/EE

Tools

Cisco

Checkpoint

Juniper

Fortinet

Job description

Palo Alto Networks is seeking a Technical Support Engineer to deliver post-sales technical support, guidance, and troubleshooting for customers. You will apply fault isolation and root cause analysis to diagnose complex issues and ensure timely case closure, contributing to a high-quality knowledge base and customer experience.

As part of the team, you’ll collaborate with Development, Sales, QA, and Marketing, review documentation for training materials, and provide on-call support 24x7 when