Technical Support Engineer

Palo Alto Networks, Inc.; Plano (TX); On-site; USD 91,000 - 147,000; Full time

Job summary

Palo Alto Networks, Inc. in Plano, TX is seeking a dynamic Technical Support Engineer to help customers diagnose post-sales challenges in cybersecurity.

You will apply structured troubleshooting and collaborate with engineering to resolve issues, while building a practical understanding of each customer’s tech environment. You will address escalations with clear communication, document steps for future cases, and leverage AI-powered tools to accelerate root-cause analysis and knowledge sharing

Qualifications

• 2-4 years of experience in customer-facing technical support or network operations.
• Bachelor’s degree in Computer Science, IT, or related field.
• Strong knowledge of TCP/IP, LAN/WAN, routing/switching, and core protocols (VLSM, CIDR, DHCP, NAT).
• Hands-on experience with packet tracing and diagnostics (Wireshark, tcpdump).
• Experience with Remote Access VPN (IPsec, SSL).
• Understanding of authentication protocols (RADIUS, TACACS+, LDAP).
• Ability to manage multiple cases with SLA priorities.

Responsibilities

• Deliver high-quality technical assistance to customers, troubleshooting networking and security issues.
• Own support cases from initiation to resolution with thorough documentation.
• Replicate customer network issues in a lab to validate configurations.
• Collaborate with cross-functional teams to report defects and track updates.
• Document new findings and troubleshooting steps in the knowledge base.
• Leverage AI-powered tools to speed troubleshooting and reduce time-to-resolution.

Skills

Customer-facing technical support

Network analysis

Troubleshooting

Time management

Education

Bachelor's degree in CS/IT or related field

Tools

Wireshark

tcpdump

Remote Access VPN

RADIUS/TACACS+/LDAP

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.

Job Summary

Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to diagnose and address post-sales technical challenges. As a critical thinker, you will apply standard troubleshooting frameworks, diagnostic tools, and technical criteria to drive effective resolutions. Your ability to clearly articulate technical issues will enable you to collaborate effectively with both customers and internal engineering teams. You will develop a strong practical understanding of each customer’s technical environment, helping them maintain a stable and secure posture. Your problem‑solving agility and resilience will be crucial in providing high-quality assistance during familiar technical challenges and customer escalations.

The company is not currently considering applicants who require new visa sponsorship (including new H-1B petitions) or individuals currently in OPT/CPT status who will require future sponsorship to maintain work authorization.

Key Responsibilities

• Customer Problem Resolution: Deliver high-quality technical assistance to customers, performing troubleshooting, configuration verification, and diagnostics to ensure timely resolution of networking and security issues.
• Case Management Ownership: Take practical ownership of support cases from initiation to resolution, isolating faults and executing root-cause analysis while maintaining consistent documentation in the ticketing system.
• Product Infrastructure & Lab Simulation: Replicate customer network issues and validate configurations by systematically simulating network topologies in a lab environment.
• Cross-Functional Collaboration: Partner with cross-functional support teams, Account teams, and QA/Engineering to report product defects, file clean bug reports, and track issue updates.
• Knowledge Contribution: Contribute to the collective expertise of the organization by documenting new technical findings, configuration steps, and troubleshooting techniques in the internal knowledge base.
• Drive AI Efficacy: Actively leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning search tools to expedite knowledge retrieval, optimize case troubleshooting, and decrease time-to-resolution.

Qualifications

Required Qualifications

• 2-4 years of experience in a customer-facing technical support, network operations, or network security environment.
• Education: Bachelor’s degree in Computer Science, Information Technology, or related technical field, or equivalent practical/military experience.
• Network Analysis Capabilities: Strong practical knowledge of the TCP/IP suite, local/wide area networks (LAN/WAN), general routing/switching operations, and core protocol functions (such as VLSM, CIDR, DHCP, and NAT).
• Packet-Level Diagnostics: Hands‑on experience capturing, analyzing, and interpreting packet traces using standard network diagnostic tools (e.g., Wireshark, tcpdump) to isolate performance or connectivity anomalies.
• Security & VPN Infrastructure: Practical experience diagnosing and support‑executing Remote Access VPN solutions, including IPsec and SSL technologies.
• Authentication Protocols: Foundational understanding of enterprise authentication frameworks and directory protocols (e.g., RADIUS, TACACS+, LDAP).
• Time & Workload Management: Proven ability to balance a fluctuating queue of incoming support cases, prioritizing tasks effectively based on customer severity levels and established SLAs.

Preferred Qualification:

• CompTIA Security+ or an introductory Cybersecurity Fundamentals certification.
• Familiarity with virtualization, hypervisors, or cloud computing fundamentals (AWS, Azure, or VMware architectures).
• Basic familiarity with Unix/Linux and Windows operating system environments.
• Exposure to Multi-Vendor security infrastructure appliances, Firewalls, or Intrusion Detection/Prevention Systems (IDS/IPS).

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.

$91,100.00 - $147,400.00/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.