Senior Technical Support Engineer - Cybersecurity Specialist

Your career :

As a Technical Support Engineer, you will work closely with customers to address complex post-sales concerns. Your role will involve analyzing multifaceted situations, leveraging critical thinking, and collaborating with multi-functional teams. Success in this role requires the ability to communicate effectively with both technical and non-technical audiences.

In this high-pressure role, you'll provide quick and thoughtful technical assistance, ensuring our clients’ environments remain secure. Your efforts will contribute to building better products, stronger working relationships, and a safer digital world.

Your Impact :

• Assume technical escalation responsibility for the following threat-related issues:
• Respond to WildFire verdict and PanAV issues.
• Internet Security Research Team issues (PAN-DB, IP Block List, Suspicious DNS).
• Platform-related bugs.
• Escalations driven by case age.
• Sales escalations (HOT/At-Risk/Political in nature).
• Breach or incident response-related escalations.
• Conduct multi-vendor troubleshooting.
• Assist in developing and documenting threat-specific escalation processes.
• Perform due diligence concerning malware or exploit analysis.
• Develop and deliver threat-specific training materials to the TAC organization.
• Participate in the Follow-the-Sun on-call rotation during weekends and public holidays if required.
• Monitor the Threat Queue and provide general threat consultation to team members.
• Offer support with Threat Lab development, replication assistance, and technical case audits.
• Identify educational opportunities and provide active call assistance.

Your Experience

• Minimum of 5 years’ experience in Firewall, Threat Prevention, or Networking roles.
• Strong ability to independently debug complex threat prevention issues.
• Expertise with networking concepts and multi-vendor devices, including routers, switches, and firewalls.
• In-depth understanding of security protocols (e.g., IPSEC, SSL-VPN, NAT, GRE).
• Experience with incident response models and threat prevention best practices is a plus.
• Exceptional communication skills for engaging with both technical and non-technical stakeholders.
• Relevant industry certifications are a strong advantage.
• Proven ability to work independently and collaboratively as part of a team.

The Team

Our Technical Support team is essential to our mission of enabling customer success. From implementing new products to troubleshooting critical issues, you’ll play a vital role in supporting our clients as they navigate evolving threats. Together, we strive to provide the best customer support in the industry.

Our Commitment

At Palo Alto Networks, diversity and inclusion fuel innovation. We’re proud to be an equal opportunity employer and offer reasonable accommodations for qualified individuals with disabilities. For assistance, please contact accommodations@paloaltonetworks.com.

Our Commitment

We’re problem solvers that 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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.