{"id":2701521,"url":"https://alion.io/job/palo-alto-networks-technical-support-engineer","title":"Technical Support Engineer","company":{"id":13263,"name":"Palo Alto Networks","domain":"paloaltonetworks.com","url":"https://alion.io/company/paloaltontwks","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":247,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plano, United States","Santa Clara, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":91100,"max":147400,"currency":"USD","period":"year","gross":null,"usd_annual":147400},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"LDAP","optional":false},{"name":"Machine Learning","optional":false},{"name":"Replicate","optional":false},{"name":"TCP/IP","optional":false},{"name":"Tcpdump","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Wireshark","optional":false}],"status":"live","first_seen_at":"2026-10-02T00:00:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-20T19:57:52Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"Our Mission\nAt Palo Alto Networks®, we’re united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.\nWho We Are\nIn order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!\nWe believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.Job Summary\nAre 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.\nThe 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. \nKey Responsibilities\nCustomer Problem Resolution: Deliver high-quality technical assistance to customers, performing troubleshooting, configuration verification, and diagnostics to ensure timely resolution of networking and security issues.\nCase 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.\nProduct Infrastructure & Lab Simulation: Replicate customer network issues and validate configurations by systematically simulating network topologies in a lab environment.\nCross-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.\nKnowledge Contribution: Contribute to the collective expertise of the organization by documenting new technical findings, configuration steps, and troubleshooting techniques in the internal knowledge base.\nDrive 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.\nQualifications\nRequired Qualifications\n2-4 years of experience in a customer-facing technical support, network operations, or network security environment.\nEducation: Bachelor’s degree in Computer Science, Information Technology, or related technical field, or equivalent practical/military experience.\n 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).\n 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.\nSecurity & VPN Infrastructure: Practical experience diagnosing and support-executing Remote Access VPN solutions, including IPsec and SSL technologies.\n Authentication Protocols: Foundational understanding of enterprise authentication frameworks and directory protocols (e.g., RADIUS, TACACS+, LDAP).\nTime & Workload Management: Proven ability to balance a fluctuating queue of incoming support cases, prioritizing tasks effectively based on customer severity levels and established SLAs.\nPreferred Qualification:\nCompTIA Security+ or an introductory Cybersecurity Fundamentals certification.\nFamiliarity with virtualization, hypervisors, or cloud computing fundamentals (AWS, Azure, or VMware architectures).\nBasic familiarity with Unix/Linux and Windows operating system environments.\nExposure to Multi-Vendor security infrastructure appliances, Firewalls, or Intrusion Detection/Prevention Systems (IDS/IPS).\nCompensation Disclosure\nThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.\n$91,100.00 - $147,400.00/yrOur Commitment\nWe’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.\nWe 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 .\nPalo 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.\nAll your information will be kept confidential according to EEO guidelines.\nIs role eligible for Immigration Sponsorship? 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