Senior Technical Support Engineer, Focused Services, NGFW

Palo Alto Networks

Senior Technical Support Engineer managing customer post-sales challenges in cybersecurity. Delivering tailored support and collaborating across cross-functional teams to enhance security posture.

Posted 7/29/2026full-timePlano • California, Texas • 🇺🇸 United StatesSenior💰 $103,400 - $167,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in network security and technical support engineering, with a strong focus on advanced network analysis, troubleshooting, and stakeholder communication. Capable of leveraging diagnostic tools and methodologies to enhance customer success and optimize support processes.

Highest-signal resume keywords

Network Security ExpertiseAdvanced Network Analysis & OSI DebuggingDiagnostic Tool ExpertiseAuthentication IntegrationStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Network SecurityPacket Flow AnalysisTCP and UDPSNMPIPv6VLSMCIDRNATWiresharkTcpdump

Soft Skills

Excellent Written CommunicationExcellent Verbal Communication

Tools & Technologies

GNS3AI-Powered Diagnostic UtilitiesAutomated Log Analyzers

Industry Keywords

Technical Support EngineeringEnterprise AuthenticationDirectory ProtocolsLDAPTACACS+Radius

About the role

Key responsibilities & impact

Deliver expert-level technical assistance to customers, taking complete ownership of support cases including multi-vendor troubleshooting and fault isolation.
Replicate customer network issues and validate configurations in a lab environment to expedite resolution.
Leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning tools to accelerate root-cause analysis, optimize multi-vendor troubleshooting workflows, and decrease time-to-resolution for complex network security events.
Act as a designated advocate driving customer success. Understand unique implementations and business objectives to deliver tailored support, including structured weekly reviews, root cause analysis, upgrade planning, release assessments, and QBRs.
Partner effectively with stakeholders beyond the immediate domain, engaging with cross-functional teams (Account, Sales, Engineering, QA) to address software defects, enhancements, and strategic customer requests.
Author Technical Support Bulletins and troubleshooting guides to enhance internal and customer-facing resource repositories.
Driving technical enablement by conducting screenings and onboarding new hires on technical/soft skills. 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.

Requirements

What you’ll need

5+ years of progressive experience in network security or enterprise technical support engineering.
Education: BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience / equivalent military experience required.
Advanced Network Analysis & OSI Debugging: Deep understanding of packet flow across multiple OSI layers, along with advanced knowledge of networking operations (TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT).
Diagnostic Tool Expertise: High proficiency with advanced network troubleshooting tools (e.g., Wireshark, tcpdump, GNS3).
Authentication Integration: Strong grasp of enterprise authentication and directory protocols (LDAP, TACACS+, Radius).
Stakeholder Communication: Excellent written and verbal communication skills; proven track record of clearly articulating technical issues to both technical and non-technical audiences, explaining technical impact in crisp business terms to executive and C-level stakeholders.

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Professional development opportunities