Technical Support Engineer

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

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.

Job Summary

• Please note: This is a swing shift role and with working hours between 12-9pm PST.
  
  

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Key Responsibilities

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web

Looking to advance your IT & Network Engineering career with relocation support? Explore IT & Network Engineering Jobs with Relocation Packages that include comprehensive packages to help you move and settle in your new role.

• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
• Travel to customer sites for critical situations, expediting resolutions as needed
• 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

Required Qualifications

Discover our full range of relocation jobs with comprehensive support packages to help you relocate and settle in your new location.

• 5+ years of relevant support experience
• Strong knowledge of TCP/IP
• Ability to independently to debug broad, complex, and unparalleled networks with mixed media and protocols required
• Solid understanding and hands-on experience with Networking and Routing protocols (ARP, DNS, DHCP, NAT, BGP etc.)
• Experience with security protocols (IPSEC, SSL-VPN, NAT)
• In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls
• Experience with Layer 7 application protocols (FTP, HTTP/HTTPS) is a strong advantage
• Excellent written and verbal communication skills
  
  

Preferred Qualifications

• Prior experience in technical support/ TAC environments

Interested in relocating to United State? Check out our comprehensive Relocation Jobs in United State page with detailed relocation packages and benefits.

• Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products
• Bachelor's degree or equivalent experience
• Industry certifications
  
  

Compensation Disclosure

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.

$103,400.00 - $167,200.00/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

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.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?: Yes