Technical Support Engineer – Focused Services, NGFW

Palo Alto Networks

Technical Support Engineer at Palo Alto Networks focusing on post-sales customer technical challenges. Collaborating with customers and internal teams to maintain a secure technical environment.

Posted 7/29/2026full-timePlano • California, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $88,400 - $143,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving networking and security issues, with a strong foundation in TCP/IP, LAN/WAN operations, and packet analysis. Proficient in utilizing diagnostic tools and collaborating with cross-functional teams to enhance technical support and documentation processes.

Highest-signal resume keywords

TCP/IP Suite KnowledgePacket Analysis Using WiresharkRemote Access VPN SupportCompTIA Security+ CertificationNetwork Troubleshooting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TCP/IP SuiteLAN/WAN OperationsRouting/SwitchingPacket Trace AnalysisRemote Access VPNRADIUSTACACS+LDAPUnix/LinuxWindows

Soft Skills

Customer-Facing SupportTask PrioritizationDocumentation Skills

Tools & Technologies

WiresharkTcpdumpAI-Powered Diagnostic UtilitiesAutomated Log AnalyzersMachine Learning Search Tools

Certifications & Qualifications

CompTIA Security+Cybersecurity Fundamentals Certification

Industry Keywords

Network SecurityTechnical SupportNetwork OperationsMulti-Vendor Security AppliancesIntrusion Detection/Prevention Systems

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityFirewallsLinuxSwitchingTCP/IPUnixVMware

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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 supporting 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.
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

Comp & perks

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