Senior Tech Support Engineer - Cybersecurity & AI-Driven

Palo Alto Networks; Utah; On-site; USD 106,000 - 172,000; Full time

Job summary

Palo Alto Networks is seeking a Technical Support Engineer to resolve complex IT and security issues across Enterprise IT, Cloud infrastructure, and the broader security landscape. You will perform advanced troubleshooting, reproduce environments, and document insights to help customers.

You will collaborate with Sales and Customer Success, mentor peers, and contribute to initiatives that enhance support operations, with a focus on learning new technologies and driving customer success.

Qualifications

• 5+ years in enterprise technical support engineering.
• Core Technology Experience: PKI, SSL/TLS, cryptography.
• Systems/Networking: Linux/Windows Server, TCP/IP, DNS, load balancers, firewalls.
• Customer-facing experience: Tier 2/3 support or similar.
• AI & automation readiness to enhance support operations.

Responsibilities

• Provide advanced technical support for customers deploying security products.
• Collaborate with Sales and Customer Success to ensure cohesive product and service delivery.
• Proactively communicate customer issues, feature requests, and escalations; document interactions in CRM.
• Guide customers through installation, configuration, and customization of Venafi products.
• Establish and maintain strong relationships with enterprise clients as a trusted advisor.

Skills

PKI

SSL/TLS

Cryptography

Linux

Windows Server

TCP/IP

DNS

Load Balancers

Firewalls

Customer-facing

AI & Automation Readiness

Job description

Palo Alto Networks is seeking a Technical Support Engineer to resolve complex IT and security issues across Enterprise IT, Cloud infrastructure, and the broader security landscape. You will perform advanced troubleshooting, reproduce environments, and document insights to help customers.

You will collaborate with Sales and Customer Success, mentor peers, and contribute to initiatives that enhance support operations, with a focus on learning new technologies and driving customer success.