Technical Support Engineer, Focused Services, NGFW

About the role

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.

Responsibilities

• Deliver high-quality technical assistance to customers, performing troubleshooting, configuration verification, and diagnostics to ensure timely resolution of networking and security issues.
• 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.
• Replicate customer network issues and validate configurations by systematically simulating network topologies in a lab environment.
• Partner with cross-functional support teams, Account teams, and QA/Engineering to report product defects, file clean bug reports, and track issue updates.
• Contribute to the collective expertise of the organization by documenting new technical findings, configuration steps, and troubleshooting techniques in the internal knowledge base.
• 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.
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

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).

Benefits

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 accommodations@paloaltonetworks.com.

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.