Senior Tech Support Engineer - Enterprise PKI & Security

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

Job summary

Palo Alto Networks, Inc. is seeking a Technical Support Engineer to resolve complex IT and security issues across Enterprise IT and Cloud infrastructure. You will research environments, reproduce issues, and perform advanced troubleshooting with cross-functional collaboration.

You will mentor colleagues, communicate with customers clearly, and drive key initiatives to ensure long-term customer success. This role emphasizes hands-on problem solving and strong communication across teams.

Qualifications

• 5+ years of progressive experience in enterprise technical support engineering.
• Core Technology Experience: PKI, SSL/TLS, and cryptographic concepts.
• Systems & Networking: Linux and/or Windows Server environments, TCP/IP, DNS, load balancers, firewalls.
• Customer-Facing Experience: 5+ years in Tier 2/3 enterprise support or similar.
• AI & Automation Readiness: willingness to use AI tools and automation to improve support.

Responsibilities

• Provide advanced technical support for customers of Next Gen Trust Security and Venafi products.
• Collaborate with Sales and Customer Success to ensure cohesive delivery.
• Document all interactions in the CRM system and communicate issues or requests.
• Guide customers through installation, configuration, and customization of Venafi products.
• Build strong relationships with enterprise clients as a trusted technical advisor.

Skills

PKI

SSL/TLS

Cryptography

Linux

Windows Server

Network Troubleshooting

Customer-Facing

AI Readiness

Education

Bachelor's degree in a related field

Tools

TCP/IP

DNS

Load Balancers

Firewalls

Job description

Palo Alto Networks, Inc. is seeking a Technical Support Engineer to resolve complex IT and security issues across Enterprise IT and Cloud infrastructure. You will research environments, reproduce issues, and perform advanced troubleshooting with cross-functional collaboration.

You will mentor colleagues, communicate with customers clearly, and drive key initiatives to ensure long-term customer success. This role emphasizes hands-on problem solving and strong communication across teams.