Senior Technical Support Engineer

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

Job summary

Palo Alto Networks, based in Salt Lake City, seeks a Senior Technical Support Engineer to deepen expertise across Enterprise IT, Cloud infrastructure, and security. You will resolve complex issues, reproduce environments, and apply advanced troubleshooting while mentoring colleagues and collaborating with peers.

The role emphasizes customer-facing engagement, collaboration with Sales/CS teams, and proactive issue resolution to drive customer success in a fast-paced security company.

Qualifications

• 5+ years of progressive experience in enterprise technical support engineering.
• Core Technology Experience: Strong understanding of PKI, digital certificates (SSL/TLS), and cryptographic concepts.
• Systems & Networking: Experience administering Linux and/or Windows Server environments, along with a solid grasp of network troubleshooting (TCP/IP, DNS, load balancers, firewalls).
• Customer-Facing Experience: 5+ years of experience in Tier 2/Tier 3 enterprise technical support or a similar client-facing engineering role.
• AI & Automation Readiness: A strong willingness to adopt and utilize AI assistance tools, predictive troubleshooting playbooks, and automation to enhance daily support operations and drive innovation.

Responsibilities

• Provide advanced technical support for customers purchasing, deploying, and using Next Generation Trust Security, or Venafi Machine Identity Security products.
• Collaborate closely with the Sales and Customer Success teams to ensure cohesive product and service delivery.
• Proactively communicate customer issues, feature requests, and critical escalations while meticulously documenting all interactions in our CRM system.
• Guide customers through the installation, configuration, and customization of Venafi products within their unique IT environments.
• Establish and maintain strong, effective working relationships with enterprise clients, acting as a trusted technical advisor.

Skills

PKI

SSL/TLS

Cryptography

Linux

Windows Server

Networking

AI & Automation

Customer-facing

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.

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.

Job Summary

As part of a market‑leading, innovative cybersecurity company, our Technical Support Engineers are continuously developing their expertise across Enterprise IT, Cloud infrastructure, and the broader security landscape. You will resolve technical issues through diligent research, environment reproduction, and advanced troubleshooting, utilizing all the knowledge and resources at your disposal. We are looking for engineers with an eagerness to learn new technologies, tackle complex challenges, and drive key initiatives that ensure the long‑term success of our customers. You will leverage excellent communication skills not only to support our clients, but to mentor colleagues and collaborate with peers throughout the organization.

What You Will Do

• Provide advanced technical support for customers purchasing, deploying, and using Next Generation Trust Security, or Venafi Machine Identity Security products.
• Collaborate closely with the Sales and Customer Success teams to ensure cohesive product and service delivery.
• Proactively communicate customer issues, feature requests, and critical escalations while meticulously documenting all interactions in our CRM system.
• Guide customers through the installation, configuration, and customization of Venafi products within their unique IT environments.
• Establish and maintain strong, effective working relationships with enterprise clients, acting as a trusted technical advisor.

Qualifications

What You Need to Succeed

• 5+ years of progressive experience in enterprise technical support engineering.
• Core Technology Experience: Strong understanding of Public Key Infrastructure (PKI), digital certificates (SSL/TLS), and cryptographic concepts.
• Systems & Networking: Experience administering Linux and/or Windows Server environments, along with a solid grasp of network troubleshooting (TCP/IP, DNS, load balancers, firewalls).
• Customer‑Facing Experience: 5+ years of experience in Tier 2/Tier 3 enterprise technical support or a similar client‑facing engineering role.
• AI & Automation Readiness: A strong willingness to adopt and utilize AI assistance tools, predictive troubleshooting playbooks, and automation to enhance daily support operations and drive innovation.

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.

$106,100.00 - $171,600.00/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 are 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.