This role pays less than
70%
of similar roles. Most pay
$113,925–$164,347
— the shaded band above.
At the midpoint, this role pays about
$119k
versus about
$139k
for comparable roles.
Based on 240 similar postings.
Employer
About Palo Alto Networks
Palo Alto Networks is a global cybersecurity company offering network security, cloud security, and endpoint protection solutions.
Palo Alto Networks currently has
49 open roles
on FindRole.
Listed pay typically runs
$164,000–$266,000
across 45 roles with salary data.
As a Technical Support Engineer, you will join the support team to provide high-quality technical assistance and resolve post-sales challenges for customers in the cybersecurity industry. You will manage the full lifecycle of support cases, performing troubleshooting, configuration verification, and root-cause analysis while maintaining detailed documentation. Your daily work involves replicating customer network issues in lab environments, collaborating with engineering teams to report bugs, and contributing to internal knowledge bases. To succeed, you must possess expertise in the TCP/IP suite, LAN/WAN operations, and core protocols like DHCP and NAT. You will utilize tools such as Wireshark and tcpdump for packet-level diagnostics, while managing Remote Access VPN solutions involving IPsec and SSL. Additionally, you will leverage AI-powered diagnostic utilities and automated log analyzers to optimize troubleshooting and resolve networking and security issues efficiently.
Provide technical assistance to customers by performing troubleshooting, configuration verification, and diagnostics for networking and security issues.
Manage support cases from initiation to resolution while performing root-cause analysis and maintaining detailed documentation in the ticketing system.
Replicate customer network issues and validate configurations by simulating network topologies in a lab environment.
Report product defects and file clean bug reports by collaborating with QA, Engineering, and Account teams.
Document new technical findings, configuration steps, and troubleshooting techniques in the internal knowledge base.
Utilize AI-powered diagnostic tools and automated log analyzers to accelerate information retrieval and resolve cases faster.
What we're looking for
2–4 years of experience in customer-facing technical support, network operations, or network security environments.
Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent practical/military experience.
Strong practical knowledge of the TCP/IP suite, LAN/WAN, routing/switching, and core protocol functions like VLSM, CIDR, DHCP, and NAT.
Hands-on experience capturing and analyzing packet traces using tools such as Wireshark or tcpdump to isolate anomalies.
Practical experience diagnosing and supporting Remote Access VPN solutions, including IPsec and SSL technologies.
Foundational understanding of enterprise authentication frameworks and directory protocols like RADIUS, TACACS+, and LDAP.
Proven ability to manage a fluctuating queue of support cases while prioritizing tasks based on severity levels and SLAs.
Windows
Linux
Agile
Scrum
Firewalls
ACAS
STIGs
MACE
VRSG
Scripting
Configuration Management
Technical Documentation
Simulation Systems
Distributed Systems
Linux
Windows
Agile
Scrum
Scripting
Firewalls
ACAS
STIGs
MACE
VRSG
Configuration Management
Technical Documentation
Distributed Systems
Simulation Systems
Linux
Windows
Agile
Scrum
Scripting
Firewalls
ACAS
STIGs
MACE
VRSG
Configuration Management
Technical Documentation
Simulation Systems
Distributed Systems