Palo Alto Networks · 20 hours ago
Sr. Technical Support Engineer, Focused Services, NGFW
Reston, VA
Full-time
Onsite
Senior Level
$108K/yr - $162K/yr
5+ years expPalo Alto Networks is a cybersecurity company dedicated to protecting digital life. They are seeking a Senior Technical Support Engineer to provide technical support, troubleshooting, and best practices to customers and partners while collaborating with engineering teams to enhance product quality and customer satisfaction.
Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Provide technical support, configurations, troubleshooting, and best practices to customers and partners
Manage support cases to ensure timely recording, tracking, resolution, and follow-up
Collaborate with engineering teams to resolve customer-found defects and drive product improvements
Perform fault isolation and root cause analysis for complex technical issues in customer environments
Create and publish technical documentation, such as support bulletins and knowledge base articles
Review and provide feedback on technical documentation for training materials, marketing collateral, and user guides
Travel to customer sites for critical situations to expedite resolution when necessary
Provide on-call support on a rotational basis to address urgent customer needs
Qualification
Required
Minimum of 5 years of network security experience along with strong communication and customer service skills
In depth, hands on network troubleshooting skills
Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
Working knowledge of Security services (IDS/IPS, Firewalls etc.)
Virtualization experience (AWS, Azure, VMWare, OpenStack)
The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
Excellent written and verbal communication skills
BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
Willingness to work outside of normal business hours, including weekends (As business needs dictates)
Preferred
Experience with virtualization technologies such as AWS, Azure, or VMWare
Scripting experience with Python or Shell
Experience with multi-vendor security products including Cisco ASA, Checkpoint, or other next-generation firewalls
Proven ability to effectively communicate and present technical concepts to diverse audiences, including executive-level stakeholders
Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
10001+ employees
H1B Sponsorship
Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (579)
2024 (482)
2023 (341)
2022 (452)
2021 (493)
2020 (235)
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
2026-01-14
2026-01-13
Jerusalem Post
2026-01-11
Company data provided by crunchbase