Technical Support Engineer, Focused Services, NGFW

Palo Alto Networks • Santa Clara, CA

13d • $88,400 - $143,000 • Onsite

About The Position

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.

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. While the Company will consider applicants who have current work authorization and require a transfer of an existing H-1B visa, 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

Requirements

• 2–4 years of experience in a customer-facing technical support, network operations, or network security environment.
• Bachelor’s degree in Computer Science, Information Technology, or related technical field, or equivalent practical/military experience.
• 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).
• Hands-on experience capturing, analyzing, and interpreting packet traces using standard network diagnostic tools (e.g., Wireshark, tcpdump) to isolate performance or connectivity anomalies.
• Practical experience diagnosing and support-executing Remote Access VPN solutions, including IPsec and SSL technologies.
• Foundational understanding of enterprise authentication frameworks and directory protocols (e.g., RADIUS, TACACS+, LDAP).
• Proven ability to balance a fluctuating queue of incoming support cases, prioritizing tasks effectively based on customer severity levels and established SLAs.

Nice To Haves

• 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)

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level