Senior Technical Support Engineer

Palo Alto Networks, Inc.; Plano (TX); On-site; USD 120,000 - 194,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Technical Support Engineer in Plano, TX to deliver post-sales technical support, configuration guidance, and troubleshooting for our customers. You will apply fault isolation and root cause analysis to resolve complex issues and help keep our customers productive.

You will work with Development, Sales, QA, and Marketing to improve knowledge base and documentation. Travel to customer sites may be required for critical situations, and you will participate in

Qualifications

• 5+ years in network security or enterprise technical support engineering.
• BS in CS/IT/EE or related field or equivalent experience.
• Proficient with TCP/IP and able to debug large networks.
• Strong routing/switching experience (OSPF, BGP, VLAN, STP).

Responsibilities

• Provide post-sales technical support via phone, email, and web.
• Manage support cases: record, track, resolve, and follow up.
• Use fault isolation and root-cause analysis to diagnose issues.
• Reproduce customer issues and qualify critical problems.
• Publish Technical Support Bulletins and KB articles.
• Collaborate with Development, Sales, QA, Marketing to improve customer experience.
• Review user documentation for training materials and problem-solving guides.
• Provide on-call support 24x7 on an as-needed basis.
• Travel to customer sites for critical situations to expedite resolution.

Skills

Network security

Technical support engineering

TCP/IP

Routing & switching

Communication skills

Education

BS in CS/IT/EE or related field

Tools

Cisco devices

Checkpoint devices

Juniper devices

Fortinet devices

Job description

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

The Team

Technical Support - Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Job Summary

As a Technical Support Engineer, you will provide critical post-sales technical support, configuration guidance, and troubleshooting to our customers. You will utilize advanced fault isolation and root cause analysis to diagnose and resolve complex technical issues, ensuring all cases are accurately tracked and followed up in a timely manner. Your efforts will directly contribute to a positive customer experience and the continuous improvement of our Knowledge Base and user documentation.

Key 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.

Qualifications

Required Qualifications

• 5+ years of progressive experience in network security or enterprise technical support engineering.
• Education: BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience / equivalent military experience required.
• Required experience with TCP/IP.
• Ability to independently debug broad, complex, and unparalleled 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.

Preferred Qualifications

• Experience with Authentication Protocols (Radius / TACACS) is a plus.
• Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products is a plus.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$119,700.00 - $193,600.00/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We’re committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.