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# Technical Support Engineer, Focused Services

- **Company:** Palo Alto Networks
- **Location:** Reston, VA, United States
- **Experience:** Expert
- **Salary:** $103,400.0 - $167,200.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Microsoft Windows, Artificial Intelligence, Amazon Web Services, Data Analysis, Apple Mac Systems, User Authentication, Microsoft Azure, Bug Tracking Systems, Network Analysis, Complex Networks, Information Systems, Software Debugging, Linux, Network Address Translation, IPv6, Internet Security, Intrusion Detection and Prevention, OSI Models, Python (Programming Language), Network Security, Network Troubleshooting, Lightweight Directory Access Protocols (LDAP), Machine Learning, Network Administration, Open Systems Interconnection (OSI), OpenStack, Azure Machine Learning, Shell Script, Simple Network Management Protocols, Transmission Control Protocol (TCP), Tcpdump, Wireshark, User Datagram Protocols, Virtualization Technology, Software Troubleshooting, Firewalls (Computer Science), Ethereal, Information Technology, Firepower, TACACS+ Protocol, Cisco Switches, Cisco, Vmware
- **Published:** August 20, 2026
- **Apply:** https://www.careerbuilder.com/job-details/sr-technical-support-engineer-focused-services-ngfw-reston-va--6265734c-b5ae-40f4-917a-46a3852b2bc6

## About the Role

* 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.

Preferred Qualifications

 * Virtualization experience (AWS, Azure, VMWare, OpenStack).
 * Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.).
 * Experience with Python or Shell scripting to automate troubleshooting data collection.
 * Multi-Vendor Security Appliance Exposure (Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/Prevention Systems).

While the Company will consider applicants who have current work authorization and require a transfer of an existing H-1B visa, the Company is not currently considering applicants who require new visa sponsorship (including new H-1B petitions) or individuals currently in OPT/CPT status who will require future sponsorship to maintain work authorization., Artificial Intelligence (AI), Authentication, Best Practices, Bug Tracking Software, Business Plan, C-Level Management, Communication Skills, Computer Architecture, Computer Science, Cross-Functional, Customer Relations, Data Analysis, Debugging Skills, Electrical Engineering, Employee Benefits, Enterprise Protection, IPv6, Identify Issues, Information Technology & Information Systems, Internet Security, Knowledge Base, LDAP (Lightweight Directory Access Protocol), Leading Edge Technology, Machine Learning, Machine Tool, Mathematics, Military, NAT (Network Address Translation), Network Administration/Management, Network Performance/Analysis, Network Security, Onboarding, Open Systems Interconnection (OSI), Packet Flows, Post-Sales, Presentation/Verbal Skills, Problem Solving Skills, Quality Assurance, RADIUS (Remote Authentication Dial-In User Service), Root Cause Analysis, SNMP (Simple Network Management Protocol), Sales, Security Attacks, Supplier Optimization, TACACS+ (Terminal Access
Controller Access Control System Plus), TCP (Transmission Control Protocol), Technical Support, Testing, UDP (User Datagram Protocol), Wireshark (Ethereal), Writing Skills, tcpdump

## Description

Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Senior Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post-sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors. As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise. In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. You will develop an in-depth understanding of
each customer's unique implementation and business objectives, proactively driving best practices to enhance their security posture. Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance often in high-pressure situations, ensuring our customers feel supported every step of the way.

Key Responsibilities

 * Expert Troubleshooting & Fault Isolation: 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.
 * AI Optimization & Troubleshooting: 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.
 * Customer Advocacy & Strategic Support: 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.
 * Cross-Functional Collaboration: 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.
 * Knowledge Base & Technical Asset Authoring: 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.


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