Technical Support Engineer - Agentic Endpoint Security (Contract)

Palo Alto Networks; Santa Clara (CA); Hybrid; USD 76,000 - 83,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Job summary

Palo Alto Networks is seeking a contract role based in Santa Clara with a hybrid work arrangement. The position focuses on post-sales support for endpoint security products, requiring strong analytical skills and cross-functional collaboration. Duration is 12 months, with a staffing partner handling employment.

You will triage issues, diagnose faults, and work with engineering teams to implement fixes while maintaining customer communication and meeting SLAs in a fast-paced environment.

Qualifications

• 0-2 years experience in supporting endpoint security software products.
• Familiarity with software supply chain security and emerging AI architectures.
• Troubleshooting and system-level debugging across Windows, Linux, and macOS.
• Understanding of SWG, Proxy Auto-Config (PAC Files), TLS/SSL decryption to diagnose agent connectivity issues.
• BS/MS or equivalent experience required.

Responsibilities

• Respond to user-reported issues in adherence to established SLAs.
• Triage customer-reported issues via ticketing system, phone, or remote sessions.
• Identify fault area (code, environment, configuration) and coordinate fixes with relevant teams.
• Provide timely feedback on development Process for customer-reported product problems.
• Document actions to communicate information internally and to customers.
• Facilitate root cause investigations and implement corrective/preventive measures.

Skills

Endpoint security

Troubleshooting

Cross-functional collaboration

Analytical mindset

Education

BS/MS or equivalent

Tools

Windows

Linux

macOS

Job description

Job Description

• Duration: 12 Months

Job Description

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

• Location: Santa Clara (Hybrid)
• Duration: 12 Months

Role Description

• You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors.
• You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results.
• You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
• You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity.
• Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Your Impact

• Respond to user-reported issues in adherence to established Service Level Agreements.
• Triage customer-reported issues and respond to them via ticketing system, phone, or remote sessions.
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix.
• Provide timely feedback on the development process on customer-reported product problems.
• Document actions to effectively communicate information internally and to customers.
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

Your Experience

• Experience of 0-2 years in supporting endpoint security software products, EDR, and MDM technologies is a plus.
• Familiarity with software supply chain security, public registries (NPM, PyPI, Chrome Web Store), and emerging AI architectures (Hugging Face, MCP servers, AI models/agents, and plugins).
• Troubleshooting and system-level debugging expertise across Windows, Linux, and macOS platforms.
• Understanding of Secure Web Gateways (SWG), Proxy Auto-Config (PAC Files), TLS/SSL decryption to diagnose agent connectivity issues.
• BS/MS or equivalent experience required.
• Demonstrated analytical mindset with an interest or experience in improving support processes, utilizing dashboards, and tracking performance metrics.
• Ability or academic exposure to working cross-functionally with Engineering/R&D teams is a plus.
• Excellent customer-facing written and verbal communication skills, with the ability to remain organized and proactive in fast-paced environments.
• Foundational background in cybersecurity, including an understanding of malware, exploits, and operating system structure/behavior.

Key Competencies

• Critical thinking and problem-solving skills.
• Ability to work under pressure and in fast-paced environments.
• Strong communication and collaboration abilities.
• Technical expertise in endpoint security and related technologies.

Education

• BS/MS or equivalent experience required.

Compensation

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, this is the pay range that Magnit reasonably expects to pay for this position: $55/hour - $60/hour. Please note that the compensation information in this posting reflects the hourly wage only and does not include benefits. Magnit offers Medical, Dental, Vision, and 401K. Magnit is not able to provide assistance to candidates requiring sponsorship or a visa for this position.

Information About Palo Alto Networks

At Palo Alto Networks®, everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish — but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.