Technical Support Engineer, Focused Services, NGFW

Palo Alto Networks•Plano, TX

5d•$88,400 - $143,000•Onsite

About The Position

This role involves working closely with customers to diagnose and address post-sales technical challenges in the cybersecurity industry. The Technical Support Engineer will act as a critical thinker, applying standard troubleshooting frameworks, diagnostic tools, and technical criteria to drive effective resolutions. Collaboration with customers and internal engineering teams is key, as is developing a strong understanding of each customer's technical environment to help maintain a stable and secure posture. Problem-solving agility and resilience are crucial for providing high-quality assistance during technical challenges and customer escalations. The company utilizes AI in its processes to augment individual impact.

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.