Senior Technical Support Engineer – Focused Services

🕒 May 12

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• Deliver expert-level technical assistance to top-tier customers • Take complete ownership of support cases from initiation to resolution • Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders • Collaborate closely with cross-functional teams • Drive continuous customer engagement through Quarterly Business Reviews (QBRs) • Serve as a subject matter expert on Palo Alto Networks' core technologies • Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality • Facilitate hiring and onboarding by conducting technical screenings • Contribute to the organization’s knowledge base by authoring Technical Support Bulletins • Provide rapid, high-quality support in high-pressure situations

🎯 Requirements

• Minimum of 7 years of network security experience • Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies • Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies • Ability to independently debug complex networks • In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT • Proficiency with network troubleshooting tools - Wireshark, GNS3 • Strong grasp authentication protocols - LDAP, TACACS+, Radius • Virtualization experience (AWS, Azure, VMWare, OpenStack) a plus • Experience with Windows, MAC OS, and Linux a plus • Experience with Python or Shell scripting a plus • Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/Intrusion Prevention Systems • 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

🏖️ Benefits

• Flexible working hours • Professional development opportunities