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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** Palo Alto Networks - **Location:** Santa Clara, CA, United States - **Experience:** Experienced - **Salary:** $91,100.0 - $147,400.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Amazon Web Services, Authentication Protocols, Microsoft Azure, Network Analysis, Cloud Computing, CompTIA Security+, Cyber Security, Dynamic Host Configuration Protocol, Network Topologies, Hypervisor, Issue Tracking Systems, Internet Protocol Security (IP SEC), Intrusion Detection and Prevention, Intrusion Detection Systems, Virtual Private Networks (VPN), Network Security, Lightweight Directory Access Protocols (LDAP), Machine Learning, Network Diagnostics, Remote Access Technology, TCP/IP, Wireshark, Wide Area Networks, Diagnostic Tools, Transport Layer Security, Computer Network Operations, Firewalls (Computer Science), Bug Reporting, Information Technology, TACACS+ Protocol, Vmware - **Published:** October 4, 2026 - **Apply:** https://dejobs.org/x/x/6C0145DD1A264A459FC6D2A16F36B7A0/job/ ## About the Role * 2-4 years of experience in a customer-facing technical support, network operations, or network security environment. * Education: Bachelor's degree in Computer Science, Information Technology, or related technical field, or equivalent practical/military experience. * Network Analysis Capabilities: 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). * Packet-Level Diagnostics: Hands-on experience capturing, analyzing, and interpreting packet traces using standard network diagnostic tools (e.g., Wireshark, tcpdump) to isolate performance or connectivity anomalies. * Security & VPN Infrastructure: Practical experience diagnosing and support-executing Remote Access VPN solutions, including IPsec and SSL technologies. * Authentication Protocols: Foundational understanding of enterprise authentication frameworks and directory protocols (e.g., RADIUS, TACACS+, LDAP). * Time & Workload Management: 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). ## Description Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to diagnose and address post-sales technical challenges. As a critical thinker, you will apply standard troubleshooting frameworks, diagnostic tools, and technical criteria to drive effective resolutions. Your ability to clearly articulate technical issues will enable you to collaborate effectively with both customers and internal engineering teams. You will develop a strong practical understanding of each customer's technical environment, helping them maintain a stable and secure posture. Your problem-solving agility and resilience will be crucial in providing high-quality assistance during familiar technical challenges and customer escalations. 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., * Customer Problem Resolution: Deliver high-quality technical assistance to customers, performing troubleshooting, configuration verification, and diagnostics to ensure timely resolution of networking and security issues. * Case Management Ownership: 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. * Product Infrastructure & Lab Simulation: Replicate customer network issues and validate configurations by systematically simulating network topologies in a lab environment. * Cross-Functional Collaboration: Partner with cross-functional support teams, Account teams, and QA/Engineering to report product defects, file clean bug reports, and track issue updates. * Knowledge Contribution: Contribute to the collective expertise of the organization by documenting new technical findings, configuration steps, and troubleshooting techniques in the internal knowledge base. * Drive AI Efficacy: 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. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How I saved 200K/yr in direct costs writing 0 code lines in K8s](https://www.wearedevelopers.com/videos/1055-how-i-saved-200k-yr-in-direct-costs-writing-0-code-lines-in-k8s) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Cyber Sleuth: Finding Hidden Connections in Cyber Data](https://www.wearedevelopers.com/videos/893-cyber-sleuth-finding-hidden-connections-in-cyber-data) - [MySQL Protocol Features You Should Be Aware Of](https://www.wearedevelopers.com/videos/100267-mysql-protocol-features-you-should-be-aware-of) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)