Palo Alto Networks · 5 hours ago
Sr. Technical Support Engineer, Prisma Access Browser
Plano, TX
Full-time
Onsite
Senior Level
$103K/yr - $167K/yr
5+ years expPalo Alto Networks is a cybersecurity company focused on protecting the digital way of life. The Sr. Technical Support Engineer will provide technical support to customers and partners, manage support cases, and participate in technical discussions to enhance product quality and customer satisfaction.
Cloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Provide Technical Support to customers and partners
Provide configurations, troubleshooting, and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change
Qualification
Required
5+ years of experience in client-facing, technical support type roles
Excellent written and verbal communication skills
Previous experience in a technical support environment is advantageous, along with strong exposure to support roles and working with large global customers, partners, and internal teams (such as DevOps, Engineering, QA, and Product managers)
Networking knowledge including IPSEC, TCP/IP, PKI, SSL/ TLS, HTTP/HTTPS
Routing knowledge (BGP is a must)
Experience working with Firewall Central Management Systems
Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
Expertise in OS systems and troubleshooting, including Windows, MAC, Linux, and IOS (debugging, editing registries, using OS built-in tools such as Event Viewer to aid in troubleshooting, file changes on Linux, etc.)
Comfortable using tools such as Chrome Developer Tools to isolate issues, capture HAR file, and perform HAR file analysis
Good understanding of authentication protocols (e.g., SAML, LDAP, RADIUS)
Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
Proficiency in Prisma Access and GlobalProtect is a plus
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 (484)
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
2025-12-30
2025-12-30
2025-12-29
Company data provided by crunchbase