Technical Support Engineer

Palo Alto Networks; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Palo Alto Networks ищет специалиста технической поддержки для работы с клиентами и партнёрами по всему США. Роль предполагает удалённую работу в гибридной среде, регулярное решение сложных сетевых и кибербезопасных задач, а также выезд к клиентам в случае критических ситуаций.

Кандидат владеет принципами VPN/IPsec, PKI/SSL, DNS/DHCP, а также опытом анализа корневых причин и подготовки материалов для базы знаний.

Qualifications

• Опыт работы с VPN/IPsec, PKI/SSL, DNS/DHCP, TCP/IP и протоколами аутентификации (LDAP/RADIUS).
• Знание систем кибербезопасности (IDS/IPS, Firewall).
• Опыт устранения неполадок сетей и настройки облачных виртуализаций (AWS, Azure, VMware).
• Опыт работы с центральными системами управления брандмауэрами.

Responsibilities

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required

Skills

VPN & IPsec

PKI & SSL

DNS & DHCP

TCP/IP

LDAP/RADIUS

Multi-factor authentication

Security services

Cloud virtualization

Firewall CM systems

Windows/Linux/macOS

Networking troubleshooting

SD-WAN

Cisco/Checkpoint/Juniper/Fortinet

Communication skills

Tools

Centralized Firewall Management

Job description

Описание: 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. 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! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Описание: 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. 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! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Задачи:

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required

Требования:

• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, DNS, DHCP, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
• Experience working with multi‑factor authentication security systems (tokens, certificates, CAC cards, and similar)
• Working knowledge of Security services (IDS/IPS, Firewalls etc.)
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• Virtualization experience (AWS, Azure, VMWare, OpenStack)
• Experience working with Firewall Central Management Systems
• Experience with Windows, Linux, and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
• Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet and PAN products a plus
• Experience in supporting Cloudgenix or SD WAN technology is a plus
• Excellent written and verbal communication skills

Условия:

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 ones, 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 on providing the best customer support in the industry.

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.

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.